Returns & Uplift Controller

Glen Dimplex Home Appliances Aspiration & Purpose:

Home of recognisable brands Stoves and Belling, generations of people have grown up with our home appliances in the heart of their Kitchen. As a company, we are committed to engineering high-quality and durable products, designed to survive the test of time. This allows us to fulfil our purpose, to be leaders in the transition to a sustainable world by empowering the everyday lives of our customers.

Engaged and high-performing colleagues underpin the success of these ambitions. United by our shared values and dedication to accomplish our long-term goals, we are excited by the creative and diverse thinking you could bring to help transform our business.

Job purpose/summary

To manage the end-to-end returns policy and process with a view to reduce volume and cost to business.

To maximise potential financial return on products by ensuring GDHA returns policies, procedures and internal controls are adhered to. To be the custodian of all uplifts within the business for both customer and consumer.

To support the wider business and stakeholders by providing clear reporting suite with actions to improve where needed. To manage returns by customer against any contractual agreements with our commercial team.

To oversee the graded stock process to protect assets by establishing and measuring the success of the graded initiative.

The over-arching mission of the role is to help the brand be recognised as, a leading supplier of British designed domestic appliances that delight our consumers and customers.

Key Accountabilities and decision ownership:

·       Provide governance for GDHA returns policy for all customers and consumers.

·       Provide comprehensive reporting to all stakeholders by customer/account to help measure true performance.

·       Work with commercial team to ensure processes and procedures are adhered to and commercially viable and customer friendly.

·       Support GDHA return on assets by ensuring returned products are reviewed and graded stock process is completed.

·       Coordinate and monitor graded stock availability and sales with commercial team.

·       Be responsible for reviewing and actioning contractual mishandling with our delivery partners.

·       To carry out inspections throughout the year of agreed locations of delivery partners or customers.

·       Provide clear improvement action plans where needed to reduce number of returns for each workstream/customer.

·       Trace and track all returns and reconcile reasons and products against uplift raised.

·       Ensure credits are reconciled against each return, reason, and contractual agreement.

Key Performance Objectives (KPO’s) (max 3):

·       Manage returns reporting end to end (cost/number/customer)

·       SLAs outlined in contract by customer (performance)

·       Target to reduce number of uplifts/returns.

Skills, know-how & experience:

At GDHA we are proud of our company Values which are our cultural cornerstones. In addition to role specific skills and experience (outlined below) all of our colleagues should always:

Think Customer / Care About People / Value Innovation / Keep It Simple.

Must have:

·       High competency using software and technology.

·       Previous experience managing B2B relationships and contracts.

·       Ability to identify improvement opportunities to reduce returns and improve processes (internal/external)

·       Ability to gather and analyse data from different sources.

·       Strong IT skills and use of programmes.

·       Excellent interpersonal, stakeholder and communication skills

·       Excellent organisational skills

·       Ability to prioritise duties.

·       Ability to both hold agreed customers/partners to account and assist them pragmatically and imaginatively, for mutual success.