Head - Returns Management

The Head – Return Management will lead the strategic and operational agenda fo return and defective management. The role is accountable for designing and enforcing robust governance frameworks, minimizing ageing and value leakage, strengthening recovery outcomes and improving approval rates in collaboration with brand partners. The position will ensure that all return processes are executed with strict adherence to the agreed Terms of Trade, commercial commitments and internal compliance standards.

This is a critical, high-impact leadership role that demands strong commercial acumen, deep expertise in return lifecycle and recovery management, and the ability to drive cross-functional alignment across the enterprise.

Strategic Returns Governance : Define and implement return management strategies aimed at minimizing ageing, optimizing recovery, and safeguarding organizational value.

Process Excellence & Benchmarking : Evaluate internal processes and benchmark against brand, industry, and competitive standards to drive continuous improvement and operational efficiency.

Technology & SLA Enhancement : Lead adoption of digital / automation initiatives to strengthen return lifecycle visibility, accelerate turnaround time, and achieve service SLA commitments.

Analytics & Management Reporting : Develop and maintain executive dashboards and BI reporting to support data-driven decision-making and highlight key risk and performance indicators.

Escalation Management : Establish structured escalation mechanisms with predefined response timelines to avoid business process interruptions and ensure timely issue resolution.

Cross-Functional Leadership : Collaborate closely with Customer Service, Supply Chain / Logistics, Finance, Quality, and Retail Operations to ensure seamless and compliant returns execution.

Brand / OEM Coordination : Engage with brand / OEM partners to align on credit / replacement criteria and ensure claims are fully compliant, complete, and not rejected due to documentation or process gaps.

Commercial & TOT Compliance : Interpret and uphold Terms of Trade ; drive improved credit / debit note realization and continuously reduce value leakage associated with returns.

Experience : 15 to 20 Years