Manager: Returns and Refunds

Introduction

The Manager: Return and Refunds is responsible for managing and optimising Massmart’s end-to-end returns and refunds process, ensuring a customer-centric, compliant, and efficient operation that balances frictionless customer experience with risk mitigation and cost control. The role is also expected to translate enterprise returns policy into actionable workflows, monitors performance, resolves escalations, and drives continuous improvement across banners and channels.

Duties & Responsibilities

Returns and Refunds Operations Oversight

• Monitor and manage end-to-end returns and refunds workflows across online, in-store, and marketplace channels.

• Ensure accurate tagging, routing, and disposition of returned goods within fulfilment and store networks.

• Collaborate with fulfilment, contact centre, and payment teams to resolve bottlenecks, mismatches, or processing delays.

• Track turnaround times, refund accuracy, and SLA adherence to maintain customer confidence.

• Provide operational inputs into peak season planning and promotional readiness.

Policy Governance and Process Improvement

• Review and maintain returns and refunds policies to align with customer expectations, regulatory requirements, and business objectives.

• Benchmark competitor and industry policies to ensure Massmart remains competitive and compliant.

• Partner with Legal, Finance, and Operations to embed policy updates into systems and training.

• Recommend policy exceptions or enhancements based on data trends, operational challenges, or customer behaviour.

• Support the rollout of revised processes and ensure internal and external communication is clear and consistent.

Customer Experience and Escalation Resolution

• Investigate and resolve high-risk or complex customer complaints linked to returns or refund delays.

• Collaborate with Customer Care teams to close unresolved cases and track resolution effectiveness.

• Conduct root cause analysis of recurring issues and propose process or system improvements.

• Monitor CSAT/NPS drivers linked to returns and refunds and implement corrective actions to improve customer trust.

Risk and Fraud Management

• Partner with Fraud, Risk, and Finance teams to monitor for suspicious or fraudulent returns behaviour.

• Implement controls and reporting mechanisms for high-value, repeat, or atypical return activity.

• Document and escalate potential fraud cases for investigation and resolution.

• Provide data-driven recommendations for balancing customer fairness with loss prevention measures.

Reporting and Analytics

• Maintain dashboards that track returns volumes, refund turnaround times, pain points, and exceptions.

• Provide monthly and quarterly performance reports with actionable insights for leadership and cross-functional stakeholders.

• Identify systemic trends and translate them into process improvement opportunities and strategic recommendations.

Cross-Functional Collaboration and Stakeholder Engagement

• Lead and facilitate cross-functional forums to reduce avoidable returns and improve workflow efficiency.

• Work with IT, product, and process teams to support automation opportunities and system enhancements.

• Serve as the point of contact for banner-level exceptions, clarifying process adherence requirements.

• Represent the returns and refunds agenda in business readiness planning for new services, channels, and product launches.

Desired Experience & Qualification

Qualification

• Bachelor’s Degree / Advanced Diploma in Business Administration/ Finance/ Supply Chain/ Logistics/ Operations related qualification.

• Honours / Post Graduate degree in Business Administration/ Supply Chain/ Finance/ Logistics/ Operations related qualification advantageous.

Experience

• 6+ years of progressive experience in returns/ refunds/ payments/ CX operational related roles of which 2 years must have been leading process improvement initiatives preferable within FMCG/retail/wholesale environments.

• Knowledge of returns processes in omni-channel retail (online and in-store).

• Familiarity with risk, compliance, and payment reconciliation workflows.

Competencies and Skills

• Ensures seamless returns workflows and continuous improvement.

• Balances operational requirements with positive customer outcomes.

• Understands controls required to minimise loss while maintaining customer trust.

• Ability to embed clear, enforceable, and competitive policies.

• Identifies underlying drivers of recurring issues and implements corrective actions.

• Skilled in using dashboards and analytics to inform decisions.

• Works collaboratively across functions to align and deliver outcomes.

• Comfortable with CRM systems, ticketing tools, and reporting platforms (e.g., Power BI).

• Prepares clear reports, SOPs, and escalations.

• Proactively identifies optimisation opportunities.

At Massmart, we are committed to fostering a workplace culture where everyone feels valued, respected, and a true sense of belonging. We believe that every employee deserves a safe environment—free from discrimination, harassment, and inappropriate behaviour—where they can thrive and perform at their best.

Our policies promote equal opportunity and a culture of accountability. If you ever feel unsafe or witness behaviours that do not align with Massmart’s values, we encourage you to speak up.

Email: ethics@walmart.com

Phone: 0800 20 32 46

If you do not hear from us within 14 days, please consider your application unsuccessful.

Massmart is an equal opportunity employer and encourages all people including people with disabilities to apply for the role. Due to the volume of applications we receive, should you not hear from us within 14 days of your application, kindly consider your application unsuccessful.

Please note that only the following information is required in your CV: Contact details (email and contact number); Full name; Date of birth; Race; Gender; Disability status; Location (Current city/town of residence); Qualifications and training; Work experience; Memberships (if any); Personal and technical skills, including computer literacy.

Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Massmart Holdings Limited and all its subsidiaries and all affiliated companies (“Massmart”), to process your personal information in order for Massmart to consider your application for this position. All Personal Information that you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period.