<dt class="rm-fieldTitle">Description</dt><dd class="rm-fieldData"><h1 data-end="300" data-start="253" class=" axiom1-1 axiom-scraped-1"><span style="font-size: 8pt;"><strong data-end="298" data-start="255" data-olk-copy-source="MessageBody">Online Fulfilment &amp; Returns Manager | Manchester | E-comm | £55k</strong></span></h1><p data-end="367" data-start="301"><span style="font-size: 8pt;"><strong data-end="314" data-start="301">Location:</strong> Greater Manchester</span><br data-end="329" data-start="326"><span style="font-size: 8pt;"><strong data-end="342" data-start="329">Industry:</strong> Fashion / D2C E-commerce</span></p><p data-end="895" data-start="698"><span style="font-size: 8pt;">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.</span></p><hr data-end="900" data-start="897"><h2 data-end="919" data-start="902"><span style="font-size: 8pt;"><strong data-end="917" data-start="905">The Role</strong></span></h2><p data-end="1212" data-start="920"><span style="font-size: 8pt;">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.</span></p><hr data-end="1217" data-start="1214"><h2 data-end="1246" data-start="1219"><span style="font-size: 8pt;"><strong data-end="1246" data-start="1222">Key Responsibilities</strong></span></h2><h3 data-end="1277" data-start="1248"><span style="font-size: 8pt;"><strong data-end="1277" data-start="1252">Fulfilment Operations</strong></span></h3><ul><li><span style="font-size: 8pt;">Oversee daily pick, pack and dispatch activity across online sales channels.</span></li><li><span style="font-size: 8pt;">Manage 3PL, courier and warehouse relationships for optimal delivery performance.</span></li><li><span style="font-size: 8pt;">Track and report KPIs including order accuracy, delivery speed, fulfilment costs and SLAs.</span></li><li><span style="font-size: 8pt;">Ensure the fulfilment operation is ready for product drops, promotions and peak trading.</span></li></ul><h3 data-end="1667" data-start="1632"><span style="font-size: 8pt;"><strong data-end="1667" data-start="1636">Returns &amp; Reverse Logistics</strong></span></h3><ul><li><span style="font-size: 8pt;">Own the full returns workflow, ensuring efficiency, accuracy and customer-centric handling.</span></li><li><span style="font-size: 8pt;">Analyse return patterns and feed insights into product, merchandising and quality teams.</span></li><li><span style="font-size: 8pt;">Coordinate exchanges, refunds and restocking with CX and warehouse teams.</span></li><li><span style="font-size: 8pt;">Improve return processes to reduce avoidable returns and operational cost.</span></li></ul><h3 data-end="2040" data-start="2013"><span style="font-size: 8pt;"><strong data-end="2040" data-start="2017">Inventory &amp; Systems</strong></span></h3><ul><li><span style="font-size: 8pt;">Maintain accurate inventory across e-commerce platforms and ERP/WMS systems.</span></li><li><span style="font-size: 8pt;">Monitor stock movements, discrepancies and return grades.</span></li><li><span style="font-size: 8pt;">Support demand forecasting and replenishment planning with merchandising and buying.</span></li><li><span style="font-size: 8pt;">Work with tech teams to optimise system integrations and automation.</span></li></ul><h3 data-end="2383" data-start="2345"><span style="font-size: 8pt;"><strong data-end="2383" data-start="2349">Cross-Functional Collaboration</strong></span></h3><ul><li><span style="font-size: 8pt;">Partner with Customer Service to resolve fulfilment and returns issues promptly.</span></li><li><span style="font-size: 8pt;">Support marketing and product teams with operational planning for launches and campaigns.</span></li><li><span style="font-size: 8pt;">Provide reporting and data insights to leadership, highlighting risks and opportunities.</span></li></ul><hr data-end="2658" data-start="2655"><h2 data-end="2679" data-start="2660"><span style="font-size: 8pt;"><strong data-end="2679" data-start="2663">Requirements</strong></span></h2><ul><li><span style="font-size: 8pt;">Proven experience in e-commerce operations, fulfilment, returns or reverse logistics (ideally in fashion)..</span></li><li><span style="font-size: 8pt;">Strong understanding of warehouse operations, courier networks and 3PL management.</span></li><li><span style="font-size: 8pt;">Skilled in ERP/WMS workflows and e-commerce systems (</span><strong style="font-size: 8pt;" data-end="2953" data-start="2912">Shopify experience strongly preferred</strong><span style="font-size: 8pt;">).</span></li><li><span style="font-size: 8pt;">Comfortable working with operational data, KPIs and performance reporting.</span></li><li><span style="font-size: 8pt;">Excellent communicator, highly organised and able to thrive in a fast-paced fashion environment.</span></li><li><span style="font-size: 8pt;">Continuous improvement mindset with practical problem-solving capability.</span></li></ul><p><span style="font-size: 8pt;">BH34980 </span></p></dd>