Senior Returns Manager, EU

ABOUT QUINCE Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world’s finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast. What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver. OUR CULTURE Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren’t interested in replicating how others do retail. We’re building a better way – at a speed and scale unlike anything that’s been done before. • We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company's DNA. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place. • Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other's strengths. • Here, responsibility is not determined by role, tenure, or seniority. Every team member - no matter their level - has the opportunity to drive our business and shape our trajectory. If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you. About the Role We're looking for a Returns Manager to own end-to-end reverse logistics performance across our UK and EU operations. From forecasting incoming volume through grading, refunds, fraud prevention, and resale, you'll build a returns operation that's fast, accurate, and cost-efficient — while turning returned inventory back into recovered value. This is a hands-on role for someone who can dig into root causes, manage partners and carriers, and build the reporting to prove it's working. What You'll Do Returns Forecasting & Planning • Build and maintain returns volume forecasting models across UK and EU markets, factoring in seasonality, backlog, promotions, and category-level return patterns • Translate forecasts into staffing, processing capacity, and warehouse space plans for returns operations • Monitor returns rate trends and flag volume shifts to inventory, finance, and merchandising teams Customer Refunds • Oversee timely, accurate refund processing in line with UK and EU consumer rights regulations • Audit warehouse/QRC staff on grading standards and quality checks • Partner with customer service and finance to resolve refund discrepancies and disputes • Track refund turnaround time against SLA and resolve bottlenecks in the refund workflow Fraud Detection & Prevention • Build and refine fraud detection processes for returns abuse (wardrobing, serial returners, empty-box claims, item-not-as-described fraud) • Partner with risk and customer service teams