Returns & Refunds Strategy & Operations

In this role, you will lead the strategic direction and operational excellence of the Returns & Refunds (RR) function across the region. You will be responsible for shaping policies, driving high-impact initiatives, and building scalable capabilities to deliver a seamless, efficient, and cost-effective returns experience.

Working closely with cross-functional and regional stakeholders, you will balance customer experience, seller impact, cost, and risk considerations while leveraging data, technology, and AI to optimise performance.

This role is ideal for a strategic problem-solver who combines strong analytical thinking with operational execution — someone who can translate complex challenges into scalable solutions and drive measurable impact across markets.

Job Description

• Define and drive the overall Returns & Refunds (RR) strategy, including end-to-end policy, process design, and system automation to deliver a seamless and efficient returns experience.
• Evaluate and optimise operational performance across cost, risk, and workforce efficiency, ensuring scalable and sustainable operations while balancing customer experience. 
• Partner with Product, Tech, and Data teams to leverage technology and AI (e.g., buyer risk profiling, user-level tiering) to enhance automation, decision-making, and risk controls.
• Conduct deep-dive data analysis and market research to generate insights, inform strategic planning, and identify opportunities for continuous improvement.
• Collaborate with senior stakeholders across markets to align on priorities, manage trade-offs (customer experience vs. cost vs. risk), and ensure effective execution.
• Lead and coach team members to build strong problem-solving capabilities, drive ownership, and deliver high-impact outcomes.

Requirements

• Bachelor’s degree in any discipline. A master’s degree is advantageous but not required.
• At least 5 years of strategy working experience with top-tier strategy consulting firms or organisations in the e-commerce, tech, supply chain, or retail industries.
• Experience working across multiple markets, with the ability to navigate regional differences and drive alignment across diverse stakeholders.
• Proven track record in driving business strategy, leading complex projects, and delivering measurable impact in dynamic environments.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights and decisions.
• Experience in process optimisation, operations management, or risk/cost optimisation is highly preferred.
  Familiarity with leveraging technology, data, or AI to drive business outcomes is a strong advantage.