Head - Returns Management

As the Head of Return Management, you will be responsible for leading the strategic and operational agenda for return and defective management. Your role will involve designing and enforcing robust governance frameworks to minimize ageing and value leakage, strengthen recovery outcomes, and enhance approval rates in collaboration with brand partners. You will ensure that all return processes are carried out in strict adherence to agreed Terms of Trade, commercial commitments, and internal compliance standards. Your key responsibilities will include: - Defining and implementing return management strategies to minimize ageing, optimize recovery, and safeguard organizational value. - Evaluating internal processes and benchmarking them against industry standards to drive continuous improvement and operational efficiency. - Leading the adoption of digital/automation initiatives to enhance return lifecycle visibility, accelerate turnaround time, and meet service level agreement commitments. - Developing and maintaining executive dashboards and business intelligence reporting to support data-driven decision-making and highlight key risk and performance indicators. - Establishing structured escalation mechanisms with predefined response timelines to ensure timely issue resolution and avoid business process interruptions. - Collaborating closely with various departments such as Customer Service, Supply Chain/Logistics, Finance, Quality, and Retail Operations to ensure seamless and compliant returns execution. - Engaging with brand/OEM partners to align on credit/replacement criteria and ensure compliant claims processing. - Interpreting and upholding Terms of Trade, driving improved credit/debit note realization, and reducing value leakage associated with returns. With 15 to 20 years of experience, you are expected to bring strong commercial acumen, deep expertise in return lifecycle and recovery management, and the ability to drive cross-functional alignment across the enterprise. If there are any additional details about the company in the job description, please provide them.,