Returns Manager, EU (Ecommerce)

Location: London, England, United Kingdom; responsibility covers UK and EU returns operations.

Company

hirify.global is a manufacturer-to-consumer retail brand selling high-quality essentials across apparel, accessories, home goods, and other categories through direct manufacturing partnerships, proprietary technology, AI, and analytics.

What you will do

• Own end-to-end returns and reverse logistics performance across UK and EU markets, including forecasting, capacity planning, warehouse space, and processing operations.
• Oversee refund accuracy and turnaround, grading standards, quality checks, disputes, and compliance with consumer protection and distance-selling requirements.
• Design and improve returns fraud detection processes, investigate high-risk cases, and balance loss prevention with customer experience.
• Analyze return reasons and logistics failures, partnering with warehouse, supply chain, and carrier teams to implement corrective actions.
• Manage resale, refurbishment, clearance, liquidation, and other recommerce channels to maximize recovery value and reduce time-to-resale.
• Negotiate carrier rates and service levels, manage 3PL performance, define returns SLAs, and build KPI dashboards and reporting for leadership.

Requirements

• 5–8+ years managing returns or reverse logistics in a high-volume ecommerce or retail environment, ideally across UK and EU markets.
• Experience with returns forecasting, capacity planning, fraud prevention, resale or liquidation channels, and reverse-logistics carrier negotiations.
• Strong knowledge of UK and EU consumer rights, refund, distance-selling, VAT, and duty requirements.
• Experience reducing logistics-driven returns through root cause analysis and cross-functional corrective actions.
• Strong SLA, KPI, reporting, communication, and stakeholder management skills; experience with Excel, SQL, or BI tools.
• Hands-on experience with WMS/OMS returns modules.

Nice to have

• Experience in DTC, fashion, apparel, or other high-return-rate ecommerce categories.
• Familiarity with recommerce or liquidation platforms and partners.
• Experience operating across multiple EU countries and languages.
• Background in fraud or risk analytics.
• Experience managing reverse logistics SLAs with UK and EU carriers such as Royal Mail, Evri, DPD, DHL, or GLS.

Culture & Benefits

• Mission-driven environment focused on making high-quality essentials more affordable and sustainable.
• Builder-oriented culture that encourages challenging conventional retail models and solving complex problems.
• Opportunity to contribute to technology- and data-driven operational systems at significant scale.
• Employment is subject to a successful background check.
• Equal employment opportunities and reasonable accommodations are available for qualified candidates.