Returns Manager

Location: Hybrid – Based at AIT Warehouse in Swindon, with travel to Hertford on Mondays (expenses covered)

Department: Operations

Reports To: Sales Director/Merchandising Director

About Sofa Club

At Sofa Club, we make statements—not just sofas. As one of the UK’s fastest-growing furniture brands, we’re on a mission to shake up the industry and deliver an unbeatable customer experience at every step. Now, we’re looking for a dynamic Returns Manager to join our journey. This is your chance to be part of a passionate team that’s redefining retail operations, driving innovation, and turning everyday processes into standout moments for our customers.

Role Overview

The Returns Manager will take full ownership of the returns lifecycle—from arranging customer collections to classifying stock and preparing items for resale. This role is both strategic and operational, with a focus on refining processes, leveraging data insights, and improving turnaround times.

You’ll collaborate closely with our 3PL partner, internal departments, and the Swindon warehouse team to ensure the returns process is quick, accurate, cost-effective, and aligned with business goals.

Key Responsibilities

• End-to-End Returns Management Oversee the full returns lifecycle — from customer collection to accurate intake, classification, and re-listing of products. Ensure returned stock is processed within our 48-hour returns promise and made available for resale efficiently on the website.
• 3PL Relationship Management Act as the main liaison with our third-party logistics (3PL) partner to coordinate reverse logistics, ensure smooth and timely collections, and track performance metrics for continuous improvement.
• Returns Process Optimisation Drive operational efficiency at the Swindon site by designing and implementing process improvements. This includes establishing dedicated return bays, optimising site layout, and refining workflows to increase processing speed and accuracy.
• Reporting & Analysis Monitor and report on returns volumes, reasons, and trends. Provide forecasts and weekly performance updates, using data-driven insights to prevent bottlenecks, inform strategic decisions, and reduce return rates.
• Cross-Functional Collaboration Work closely with teams across Customer Experience, Warehouse, and Supply Chain to deliver a consistent, effective, and unified returns process that supports overall operational excellence.
• RTM (Return to Manufacturer) Coordination Manage the RTM stock workflow, ensuring accurate classification, timely processing, and end-to-end visibility of manufacturer-bound returns.
• Spare Parts Fulfilment Oversee the dispatch of spare parts in coordination with the Customer Experience team, ensuring customers receive the correct components in a timely and efficient manner.
• Customer Experience Support Play a key role in upholding customer satisfaction by ensuring clear, proactive communication and swift resolution of return-related issues. Collaborate with Customer Experience to close the feedback loop and enhance service quality.
  
  

Skills & Experience Required

• Proven experience in logistics, supply chain, or returns management—preferably in retail, eCommerce, or furniture sectors.
• Strong understanding of reverse logistics and experience working with 3PL partners.
• Excellent organisational, problem-solving, and process improvement skills.
• Strong interpersonal and communication abilities.
• Data-driven mindset with proficiency in reporting and forecasting.
• Experience in a fast-paced, scaling environment is a plus.
  
  

What You’ll Get

• Be part of a growing brand with real creative freedom and input.
• Access to a supportive and ambitious team culture.
• Opportunity to grow your career as we scale our in-house comms function.
• Competitive salary
• Lucrative bonus scheme
• 28 days annual leave + bank holidays
• Enhanced family leave
• Health insurance
• Friends and family discount
• Salary sacrifice schemes
  
  

Are you a perfect match?

• Ambitious? We have huge plans. There’s never been a better time to join Sofa Club. We are growing fast and need ambitious people to join us for the ride.
• Fun? We work hard and then let our hair down at our office prosecco bar (yes, really!).
• Do-er? Talk is cheap, execution is everything. Be a doer, not a talker.
• Friendly? We’re proud to be an equal opportunity employer. We have a diverse and inclusive culture, everyone gets on well, and we work together as one family.