3 months ago
Groupon is a leader in e-commerce marketplaces, connecting consumers with merchants anywhere, anytime. We are building the future of local business and together impact the lives of 49MM+ people and merchants who use our tools every single day. With thousands of employees across 15 countries, we operate at a global scale but still maintain a culture that inspires innovation, rewards risk-taking, and celebrates successes. If you want to take more ownership of your career, you're ready to be part of Groupon.
Groupon Goods, the retail arm of our business, is our one-stop shop for everyday, brand-name essentials and unexpected, one-of-a-kind finds. For our merchants, this means massive exposure, smart promotion, and reliable fulfilment. For our customers, this means great deals on a variety of products ranging from electronics to clothing; home goods to beauty. We excel at finding and offering amazing deals globally….
Unfortunately, at times some of those fine products have to come back to us, and as a front line e-commerce organisation, we must make returns as easy and efficient as possible for our customers. So, probably one of the most challenging positions in the goods business is open for candidates, we need someone to manage our entire returns process and systems…
As the Returns Manager you will be responsible for managing the end to end returns process and have a passion for managing transport partners, returns centres and technology partners as well as working closely with our Customer Service Team. Overall, you will own the returns process, partners and stakeholders to deliver a positive customer experience. Within the role, you will also be responsible for optimising the returns grading and resale process, with a key focus on our Return to Stock Program.
We're a "best of both worlds" kind of company. We're big enough to have resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact. We're curious, fun, a little intense, and kind of obsessed with helping our Goods businesses thrive. Does that sound like a compelling place to work?
You'll spend time on the following:
Develop overall strategy for reverse logistics in line with organisation’s goals and objectives Develop operational and strategic plans to ensure that the business has the appropriate resources to deal with the continued growth Regularly meet with partners to discuss performance and agree improvement plans where necessary Work with internal stakeholders to provide all service requirements are in place for the full range of products to be delivered to customers. Manage relationship with tech partner and oversee performance of relevant platforms Work with resale partners to maximise recovery rates and monitor sales performance Manage return centres and ensure that returned products are processed in line with defined KPI’s Ensure that product grading is carried out in line with Groupon requirements and relevant reports are provided Develop and implement improvements to the grading process in line with business requirements Manage carrier relationships with all our transport partners Review and improve (where necessary) carrier rates and contracts for returns partners Measure return transport SLA’s and work with carriers to continually improve performance and increase customer satisfaction Monitor all reverse logistics costs and determine ways to improve profitability Ensure transport partners are fully compliant with Groupon requirements Oversee returns optimisation projects designed to improve performance and increase profitability throughout the reverse logistics process Ensure our Return to Stock program delivers the required results
We're excited about you if you have:
Bachelor's Degree in Economics, Finance, Supply Chain, Operations, or business related field required; MBA or Master's is a strong plus 5+ years’ experience in transport management, planning, account management or related responsibilities as well as people management experience You're a creative problem solver who identify problems unilaterally and recommend effective plans of action Deep experience in operations and reverse logistics Knowledge of supply chain, industry practices, and current trends You're deeply analytical, with advanced experience in Microsoft Excel You have strong collaboration, consultation and negotiation skills You have experience working with and influencing cross-functional decision-makers and executive leadership You love to execute high-level, strategic initiatives, whilst getting into the real operational details Able to think strategically, tactically and operationally. Experience in transport planning and management systems An understanding of warehouse systems and supply chain technology is a plus Fluency in English is a must, other European languages are a plus