Returns Specialist (Retail & Ecommerce)

Moss; Greater London; Hybrid; GBP 65,000 - 70,000; Full time

Job summary

An established industry player is seeking a Returns Specialist to proactively reduce product returns and enhance customer satisfaction. This role involves analyzing return data, implementing strategic changes, and leading cross-functional initiatives. The ideal candidate will possess strong project management and analytical skills, with a background in retail or ecommerce. Join a dynamic team that values creativity and collaboration, and contribute to a culture focused on continuous improvement and customer-centric solutions.

Benefits

70% Employee Discount

Season Ticket Loan

Cycle to Work Scheme

Discounted Gym Membership

Life Insurance

Ongoing Development

Access to Online Learning Platform

Employee Hub

New Baby Gift

Qualifications

• 3+ years in operations or project management within retail or ecommerce.
• Strong project management skills to handle multiple initiatives.

Responsibilities

• Analyze return data to identify patterns and root causes.
• Collaborate with teams to improve product descriptions and sizing guides.

Skills

Project Management

Analytical Skills

Change Management

Communication Skills

Education

Degree in Business or related field

Tools

Microsoft Office Suite

Excel

PowerPoint

Job description

Our Vision is to be admired for our craft, experience, and sustainability. Desired by our customers and loved by our people.

Today Moss is more than a menswear brand, we are ‘Styling individuals for moments that matter’. We’re not just for men on their big day – we’re for everyone, all the time. Whether they need to hire a one-off outfit, elevate their daily wardrobe, or create a custom piece, we’re by their side with over 170 years of tailoring know-how and considered clothing made for life as we all live it now.

Our shared values encourage us to Trust our colleagues to think Creatively and plan for the sustained growth and development of Moss. For us this is about working Collaboratively and using Agility to achieve success, whilst leaving a positive impact. Embracing our core values and behavioral competencies strengthens relationships with our customers and colleagues.

Purpose of the Role:

As the Returns Specialist, you will proactively reduce the rate of product returns across both online and in-store purchases. You will be responsible for developing a clearer understanding of the reasons why customers return products, identifying trends, improving processes, and implementing strategic changes that drive down returns and improve customer satisfaction. You will lead cross-functional initiatives aimed at lowering returns across our sales channels.

Key Responsibilities:

• Analyse return data to identify patterns and root causes, both online and in-store
• Develop and implement strategies to reduce return rates through process improvements, customer education and product quality enhancements
• Collaborate with buying and garment technology teams to address any design or quality issues that contribute to returns
• Work on initiatives to improve product descriptions, sizing guides, photography and customer communications to ensure a better fit for customer expectations
• Work with cross-functional teams including Customer Service, Retail Operations, Supply Chain, Ecommerce and Marketing to align on project goals and execution
• Track and report progress on KPIs related to returns reduction and product satisfaction
• Identify inefficiencies in the current returns process and deliver operational improvements
• Collaborate with Supply Chain and fulfilment teams to optimise product packaging and shipping methods to reduce return-related issues
• Develop clear procedures and guidelines to help front-line teams (e.g. in-store colleagues, Customer Service advisors) address return challenges proactively
• Lead the change management efforts required to implement new processes and policies aimed at reducing returns
• Train internal teams on best practices and new procedures related to return prevention
• Communicate effectively with stakeholders at all levels to ensure buy-in and smooth adoption of changes

What You'll Need to Succeed:

Technical:

• 3+ years in operations, project management, or a related role, ideally within a retail or ecommerce business
• Strong project management skills with the ability to manage multiple initiatives simultaneously
• Excellent analytical skills to assess data and identify trends
• Change management expertise, with experience driving process changes across an organisation
• Familiarity with returns processes in a retail or ecommerce environment is a plus
• Proficient in Microsoft Office Suite, particularly in Excel and PowerPoint

About You:

• Strong communication and interpersonal skills, with the ability to work across departments and lead cross-functional teams
• Consistently embodies Moss's core values and behavioral competencies in daily responsibilities and interactions.
• Employee Discount: 70% discount across all our stores.
• Season Ticket Loan: Financial support for commuting.
• Cycle to Work Scheme: Encouraging eco-friendly travel.
• Discounted Gym Membership with PureGym: Promoting physical health and fitness.
• Life Insurance: Providing peace of mind for colleagues.
• Ongoing Development: Tailored to suit your career ambitions from day one.
• Access to Moss Learning: An online learning platform for skill enhancement.
• Employee Hub: Easy access on the go to colleague benefits, recognition, wellbeing, and company updates.
• New Baby Gift: Celebrating important personal milestones of colleagues.

Additional information: Our Hybrid Work Policy requires a minimum of 4 days in the office and 1 working from home.

If you want to know more about MOSS, our people and our culture, search #LifeatMoss or TailorYourCareer on LinkedIn.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management, Supply Chain, and Business Development

• Industries

  Retail Apparel and Fashion and Retail

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