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About Us:Our Vision is to be admired for our craft, experience, and sustainability. Desired by our customers and loved by our people. Are you the right applicant for this opportunity Find out by reading through the role overview below.Today Moss is more than a menswear brand, we are Styling individuals for moments that matter. Were not just for men on their big day were for everyone, all the time. Whether they need to hire a one-off outfit, elevate their daily wardrobe, or create a custom piece, were by their side with over 170 years of tailoring know-how and considered clothing made for life as we all live it now.Our shared values encourage us to Trust our colleagues to think Creatively and plan for the sustained growth and development of Moss. For us this is about working Collaboratively and using Agility to achieve success, whilst leaving a positive impact. Embracing our core values and behavioral competencies strengthens relationships with our customers and colleagues.Purpose of the Role: As the Returns Specialist, you will proactively reduce the rate of product returns across both online and in-store purchases. You will be responsible for developing a clearer understanding of the reasons why customers return products, identifying trends, improving processes, and implementing strategic changes that drive down returns and improve customer satisfaction. You will lead cross-functional initiatives aimed at lowering returns across our sales channels. Key Responsibilities:Analyse return data to identify patterns and root causes, both online and in-storeDevelop and implement strategies to reduce return rates through process improvements, customer education and product quality enhancementsCollaborate with buying and garment technology teams to address any design or quality issues that contribute to returnsWork on initiatives to improve product descriptions, sizing guides, photography and customer communications to ensure a better fit for customer expectationsWork with cross-functional teams including Customer Service, Retail Operations, Supply Chain, Ecommerce and Marketing to align on project goals and executionTrack and report progress on KPIs related to returns reduction and product satisfaction Identify inefficiencies in the current returns process and deliver operational improvements Collaborate with Supply Chain and fulfilment teams to optimise product packaging and shipping methods to reduce return-related issuesDevelop clear procedures and guidelines to help front-line teams (e.g. in-store colleagues, Customer Service advisors) address return challenges proactivelyLead the change management efforts required to implement new processes and policies aimed at reducing returnsTrain internal teams on best practices and new procedures related to return preventionCommunicate effectively with stakeholders at all levels to ensure buy-in and smooth adoption of changes What You'll Need to Succeed: Technical: 3+ years in operations, project management, or a related role, ideally within a retail or ecommerce businessStrong project management skills with the ability to manage multiple initiatives simultaneouslyExcellent analytical skills to assess data and identify trendsChange management expertise, with experience driving process changes across an organisationFamiliarity with returns processes in a retail or ecommerce environment is a plusProficient in Microsoft Office Suite, particularly in Excel and PowerPointAbout You: Strong communication and interpersonal skills, with the ability to work across departments and lead cross-functional teamsConsistently embodies Moss's core values and behavioral competencies in daily responsibilities and interactions.Rewards & Benefits: Employee Discount: 70% discount across all our stores.Season Ticket Loan: Financial support for commuting. Cycle to Work Scheme: Encouraging eco-friendly travel.Discounted Gym Membership with PureGym: Promoting physical health and fitness.Life Insurance: Providing peace of mind for colleagues.Ongoing Development: Tailored to suit your career ambitions from day one.Access to Moss Learning: An online learning platform for skill enhancement.Employee Hub: Easy access on the go to colleague benefits, recognition, wellbeing, and company updates.New Baby Gift: Celebrating important personal milestones of colleagues. Additional information: Our Hybrid Work Policy requires a minimum of 4 days in the office and 1 working from home.If you want to know more about MOSS, our people and our culture, search #LifeatMoss or TailorYourCareer on LinkedIn.