Online Fulfilment & Returns Manager | Manchester | E-comm | £55k

Location: Greater Manchester
Industry: Fashion / D2C E-commerce

I'm recruiting for an Online Fulfilment and Returns Manager to own the post-purchase journey, leading fulfilment, delivery, and reverse logistics while driving efficiency and customer satisfaction at scale.

The Role

You will lead day-to-day fulfilment operations, manage returns end-to-end, and ensure every order, outbound or incoming, is processed with speed, accuracy, and care. This role is central to operational performance and directly influences customer experience, profitability and brand reputation.

Key Responsibilities

Fulfilment Operations

• Oversee daily pick, pack and dispatch activity across online sales channels.
• Manage 3PL, courier and warehouse relationships for optimal delivery performance.
• Track and report KPIs including order accuracy, delivery speed, fulfilment costs and SLAs.
• Ensure the fulfilment operation is ready for product drops, promotions and peak trading.

Returns & Reverse Logistics

• Own the full returns workflow, ensuring efficiency, accuracy and customer-centric handling.
• Analyse return patterns and feed insights into product, merchandising and quality teams.
• Coordinate exchanges, refunds and restocking with CX and warehouse teams.
• Improve return processes to reduce avoidable returns and operational cost.

Inventory & Systems

• Maintain accurate inventory across e-commerce platforms and ERP/WMS systems.
• Monitor stock movements, discrepancies and return grades.
• Support demand forecasting and replenishment planning with merchandising and buying.
• Work with tech teams to optimise system integrations and automation.

Cross-Functional Collaboration

• Partner with Customer Service to resolve fulfilment and returns issues promptly.
• Support marketing and product teams with operational planning for launches and campaigns.
• Provide reporting and data insights to leadership, highlighting risks and opportunities.

Requirements

• Proven experience in e-commerce operations, fulfilment, returns or reverse logistics (ideally in fashion)..
• Strong understanding of warehouse operations, courier networks and 3PL management.
• Skilled in ERP/WMS workflows and e-commerce systems (Shopify experience strongly preferred).
• Comfortable working with operational data, KPIs and performance reporting.
• Excellent communicator, highly organised and able to thrive in a fast-paced fashion environment.
• Continuous improvement mindset with practical problem-solving capability.

BH34980