Returns Manager
About us
Club L London are the next-generation online retailer refining accessible luxury for forward-thinking women worldwide. Delivering timeless and trend-oriented styles in sizes 4-20 for every life moment, we design proudly in-house in the UK; with premium quality, exceptional fit and affordable style at the forefront.
Collaboration, communication and curiosity drive our extraordinary workforce – an ambitious team of diverse, experienced and up-and-coming talents that we think you’d fit right into.
A role at Club L is more than a job, it’s a lifestyle for the innovative, inspired and intuitive thinker.
About the Role
We are seeking a analytical and product-focused Returns Manager to lead the returns function within our fast growing fashion business. This role combines operational excellence with a GT/QC (Garment Technology / Quality Control) mindset, ensuring returned products are not only managed efficiently but also leveraged as a key source of insights to improve product performance and reduce return rates.
The Returns Manager will take ownership of product returns, collaborating closely with suppliers, product, merchandising, quality, and customer service teams. Through investigations, insights, and continuous improvement projects, they will play a pivotal role in elevating customer satisfaction, protecting profitability, and driving long-term returns reduction strategies.
Key Responsibilities
- Lead the daily operations of the returns department, ensuring accurate and efficient processing of all returned goods.
- Oversee quarantine stock, identifying product failures and managing next-step actions.
- Ensure faulty stock is tracked and suppliers are charged back for defective goods.
- Manage returns-related projects including packaging solutions, AI-based initiatives, and customer-facing improvements such as fit messages, product descriptions, and returns ribbons.
- Take full ownership of returned product investigations, ensuring insights are shared cross-functionally.
- Report weekly product returns with detailed analysis. Lead weekly returns meetings with suppliers and the product team.
- Conduct deep dives into returns by sub-category, shape, fabric type, price point, country of origin, and supplier.
- Report reasons for returns to relevant teams, recommending corrective actions.
- Track and analyse improvements from initiatives such as re-sourcing styles, fabric changes, and fit amendments.
- Share weekly insights, trends, and priorities with stakeholders.
- Work with suppliers to capture feedback, investigate issues, and drive improvements in product quality and fit.
- Partner with the product and quality teams to reduce product-driven returns through proactive solutions.
- Investigate escalated customer complaints related to product quality and fit.
- Capture and communicate issues and feedback to suppliers and product teams, ensuring resolution and long-term fixes.
- Support customer service in providing clear, accurate information to customers during returns or complaints processes.
- Own and evolve the company-wide returns strategy, aligning operational efficiency with product-driven solutions.
- Lead ad-hoc projects to support company-wide returns reduction, including:
- AI-driven initiatives to predict and reduce returns
Requirements
- Strong background in Garment Technology (GT), Quality Control (QC), or Product Development within fashion.
- Proven experience in returns management, operations, or supply chain.
- Analytical mindset with the ability to interpret complex data sets and translate them into actionable insights.
- Excellent stakeholder management skills, with experience collaborating across product, merchandising, suppliers, and operations.
- Strong leadership capabilities with the ability to inspire and manage a team.
- Proficiency with ERP, WMS, and reporting tools; advanced Excel/BI skills a plus.
- Customer-focused mindset with a track record of driving product and service improvements
What's on offer?
- Bi-annual bonus scheme
- 25 days of annual leave (plus bank holidays)
- Extra day off for your birthday
- Flexible working hours around core hours of 10-4
- 40% staff discount across Club L and Lavish Alice products
- Cycle to work scheme
- Healthcare Cashplan
- Free onsite gym
- Enhanced pension contribution
- Enhanced maternity and sick pay
- Free snacks, drinks & treats
- Social events
- Department
- Product
- Locations
- Manchester HQ
- Employment type
- Full-time
Manchester HQ
Perks & Benefits
-
Benefit 1
Flexible Working Hours and Early Finish Fridays
-
Benefit 2
40% Staff Discount across Club L and Lavish Alice products
-
Benefit 3
Bi-Annual Bonus Scheme
Empowered People Empower People
Our employees are our greatest asset – each bringing unique and diverse skills with a collective ambition to drive the brand forward. Nurturing up-and-coming talent in a meritocratic environment that promotes collaboration, communication and curiosity, every natural entrepreneur has an opportunity to thrive no matter their level of experience in luxury fashion. As well as young talent, we’re proud to champion highly innovative and inspirational women, with 64% occupying leadership roles across marketing, creative, customer service and design sectors just to name a few. Our people-first approach is what makes a career at Club L London different and since the start, we’ve taken pride in our incredible teams who share our resilience, confidence and passion.
About Club L London
Founded in 2007 Club L was created with the vision of offering long-lasting luxury styles, trend-oriented collections with a twist and unique, statement designs that offer both exceptional quality and fit in an otherwise saturated market of fast-fashion and throw away goods.
Accessible luxury through considered purchasing, limited edition collections that leave no wastage and responsible and ethical manufacturing are at the heart of the brand, world-renowned for its premium fabrications, inclusive sizing and affordable price points.
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