Job Title

Location

Employment Type

Contract Type

Hours Per Week

Salary

Competitive salary plus benefits.

Category

Closing Date

This role is responsible for leading the operational performance and development of our Parcel Returns proposition across George.com, Amazon and our third‑party ASDA toyou clients. Returns are processed through our stores and wider ASDA network, meaning you will own the full end‑to‑end performance from customer drop‑off to final receipt by our partners.

You will work closely with stakeholders across Retail, Store Operations, Online, Transport, and our external carrier partners to ensure returns are handled efficiently, accurately and with consistently high service standards. You will manage a small team, own the performance roadmap, and drive continuous improvement across all return flows through the following drivers:

• Set the strategic direction for returns operations, defining service standards, performance expectations and long‑term development plans that support growth, partner satisfaction and operational efficiency.

• Own the operational performance framework, using data, insight and forecasting to identify issues, opportunities and emerging trends across store returns and partner handover.

• Shape the evolution of returns compliance, focusing on service improvements that enhance speed, store compliance, visibility and the end‑to‑end customer and client experience.

• Lead cross‑functional collaboration, ensuring alignment between Store Operations, Retail Teams, Internal and External clients and our third party parcel carriers who we provide collection and drop off services for.

• Provide leadership, coaching and direction to your team, creating a culture of accountability, continuous improvement and high performance.

• Ensure strong partner relationships, holding teams to account on service, quality and performance expectations.

• Oversee operational compliance, ensuring all returns processes meet safety, audit and contractual requirements.

This role can be based at ASDA House in Leeds or Rochdale, with weekly travel to the Rochdale office required.

"Let's find out about you."

You are an analytical minded operator with a good understanding of parcel logistics, returns processing and multi‑partner networks. You’re comfortable owning end‑to‑end performance and thrive in environments where you can use data and insight to improve outcomes, solve problems and deliver meaningful change.

You build strong relationships, influence confidently at all levels and know how to align diverse teams behind a common plan. You’re equally comfortable in operational detail and long‑term strategic thinking, and you can translate customer needs, partner requirements and performance trends into clear actions.

• Previous experience in parcel logistics, returns operations, last‑mile delivery or multi‑channel fulfilment, ideally in a role involving third‑party carrier or client management.

• Strong analytical capability, able to translate data into actionable insight, identify root causes and develop improvement plans that deliver measurable results.

• Confident stakeholder management skills, able to influence leaders, collaborate across multiple functions and hold partners accountable.

• Experience delivering change at pace, with a track record of leading operational improvements, trials or process redesigns.

• Customer‑ and client‑first mindset, with an understanding of how operational decisions impact the full end‑to‑end experience.

• Excellent communication skills, able to simplify complex problems and articulate recommendations clearly and confidently.

• A proactive, solution‑focused approach, comfortable navigating ambiguity and driving clarity where required.

• Strong organisation and planning skills, capable of managing multiple priorities and ensuring robust execution.

• Leadership capability, with experience coaching or developing others and a desire to build a high‑performing operational team.

Everything you'll love

To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.

You will also get an excellent benefits package including:

• Discretionary company bonus

• Company pension up to 7% matched

• 15% colleague discount in store and online

• Free access to wellbeing services such as Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.

• Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated

• Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves