Retail Operations Analyst

Indochino; Vancouver; Hybrid; CAD 55,000 - 62,000; Full time

Benefits offered by this job

Equity

Comprehensive benefits

Discounted employee pricing

Free suit every year

3 weeks vacation on joining

Job summary

Indochino is seeking a Retail Financial Operations Analyst to ensure accuracy of refunds, appeasements, and payment disputes, while monitoring budgets and identifying cost drivers. You will work with Finance, Retail Leadership, and Customer Experience to minimize financial risk and improve the customer experience.

The role involves auditing price overrides, tracking disputes, and collaborating on process improvements in a flexible, hybrid environment with two days in the office.

Qualifications

• Bachelor's degree in Finance, Accounting, Business Administration, Analytics or related field.
• 3+ years experience in retail operations, financial controls, payment operations, business analysis or related field.
• Experience with refunds, payment disputes, chargebacks, reconciliation preferred.
• Strong Excel skills incl. pivots, lookups; BI tools are a plus.
• Familiarity with POS systems and order-management platforms.

Responsibilities

• Review and process refunds, appeasements and other financial adjustments.
• Audit price overrides, credits, discounts, and payment exceptions.
• Monitor budgeted refund/appeasement spending and analyze trends.
• Prepare reporting on cost drivers, unusual activity and performance.
• Support process improvements and cross-functional collaboration.
• Handle miscellaneous duties to support Retail priorities.

Skills

Excel proficiency

Attention to detail

Communication skills

Discretion

Time management

Education

Bachelor's degree in Finance/Accounting/Business

Tools

POS systems

Order-management platforms

Digital payment tools

Job description

The Retail Financial Operations Analyst supports the accuracy and integrity of retail financial activity by reviewing and processing approved refunds, customer appeasements, payment disputes, chargebacks, price overrides and other transaction exceptions. The role monitors spending against budget, identifies recurring cost drivers and provides clear insights that help reduce financial risk and improve the customer experience. This position works closely with Finance, Retail Leadership, Customer Experience and other business partners to ensure transactions are handled accurately, consistently and in accordance with company policy.

1. Refunds & Customer Appeasements

• Review and process approved refunds, customer appeasements and other financial adjustments in accordance with company policy and approval requirements.
• Confirm that requests include appropriate documentation, a clear reason for the adjustment and an accurate financial amount before processing.
• Maintain complete records of transactions and follow requests through to final resolution.
• Partner with retail and customer experience leaders to identify recurring issues, avoidable costs and opportunities for coaching or process improvement.
• Review, investigate and respond to credit card disputes and chargebacks within required timelines.
• Gather and organize transaction records, order history, customer communications and other supporting documentation.
• Coordinate with Finance, Retail and Customer Experience partners to determine the appropriate response and reduce unnecessary financial loss.
• Track dispute outcomes and recurring patterns, escalating unusual activity or matters requiring additional review.

3. Price Overrides & Transaction Controls

• Audit price overrides, credits, discounts, gift cards and payment exceptions to confirm they are authorized, accurately recorded and within approved guidelines.
• Identify unusual or out-of-policy activity and escalate concerns to the appropriate business partners.
• Review higher-value or higher-risk online orders, validate payment activity and support the release of approved orders.
• Monitor pending payments, outstanding customer balances and invoice requests, partnering with retail teams to resolve issues promptly.

4. Budget Monitoring & Reporting

• Monitor weekly and monthly refund and appeasement spending against approved budgets.
• Analyze activity by location, channel, transaction type and reason to identify trends, concentrations and emerging areas of risk.
• Prepare clear reporting that explains significant cost drivers, unusual activity and opportunities to improve performance.
• Support recurring financial reconciliations and resolve discrepancies across order, payment and reporting systems.

5. Process Improvement & Business Partnership

• Identify recurring operational breakdowns and recommend practical improvements to policies, training and day-to-day processes.
• Maintain consistent records, reporting standards and supporting procedures so activity can be reviewed and audited.
• Support escalated customer or payment matters by coordinating documentation and responses with the appropriate internal partners, including Legal when required.

6. Other Duties

• Perform other related tasks and analyses as assigned by management in support of Retail priorities.

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree in Finance, Accounting, Business Administration, Analytics or a related field; an equivalent combination of education and relevant experience may be considered.
• Three or more years of experience in retail operations, financial controls, payment operations, business analysis or a related field.
• Experience with refunds, payment disputes, chargebacks, transaction review or reconciliation is strongly preferred.
• Strong Excel skills, including pivot tables, lookup functions and working with information from multiple data sources; experience with reporting or business intelligence tools is an asset.
• Familiarity with point-of-sale systems, order-management platforms and digital payment tools.
• Strong attention to detail with the ability to identify discrepancies, investigate causes and reconcile information across multiple sources.
• Clear communication skills and the ability to present findings to both operational and leadership audiences.
• Sound judgment, discretion and organization with the ability to manage competing priorities and time-sensitive deadlines.
• Competitive base salary range of $55,000 to $62,000 CAD, commensurate with experience
• This role is eligible for equity, contributing to a competitive total compensation package.
• Comprehensive benefits, growth opportunities, and the chance to shape a critical growth function at a pivotal stage.
• Flexible and Hybrid Working Environment (2 days in the office)
• Discounted Employee pricing
• Free Suit Every Year
• 3 weeks’ vacation on joining the company