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QA Customer Returns Manager

QA Customer Returns Manager
Reports to: Head of Quality (and Product Compliance)

Purpose of role:
This role within the global Primark QA team is crucial to ensuring our customer consistently receive the safe, legal and the quality of product that is expected when buying items from Primark.

Working as a function of our UK depot QA team, the successful candidate will form an integral link between Primark QA operations and our chosen 3PL who will be performing the customer return checks on product.

The role will set up and establish the Primark Quality customer return process and rework methods, acting as the lead contact for our 3PL partner customer returns teams within the depot. The candidate will ensure the right methods are applied to the right products to avoid damage, unnecessary stock loss and right first-time decision making whilst keeping the eyes of the consumer at the forefront of all decisions.

Partnering with the Primark QA team in the depot, head office and offshore, the QA Customer Returns Manager will be a pivotal link between Primark head office, offshore and depot 3PL partners to ensure that the rework processes add value and feedback to our wider business and global quality strategy.

It is expected that the successful candidate will be hands on in day to day operations and establishing QA processes for the customer return operation. This includes taking the lead to monitor and report on QA related customer returns data from stores so that any trends can be reported back to the global QA team and business stakeholders for a continuous improvement action plan.

  • In conjunction with our 3PL partner, create and establish the right customer returns assessment, methods and rework process to operate efficiently, effectively and smoothly within the Primark depot.
  • Build training programmes for new starters within the customer returns team and 3PL to ensure the right rework methods are followed.
  • Monitor; analyse and report on the customer return data to feed back to the QA team and business stakeholders for corrective actions and continuous improvement.
  • Monitor and review daily performance KPIs of the 3PL customer return team to ensure the business needs are met
  • Act as an integral link between our Primark QA teams/ head office stakeholders, and the customer returns operation in the depot.
  • Provide and be responsible for the Primark tone of voice in proactive advice and suggestions for the 3PL customer returns team and our depot network
  • Build and maintain strong relationships with all key stakeholders, especially the 3PL working on the customer returned product
  • Understand, support and deliver the Primark Quality strategy working closely with all stakeholders
  • Participate and provide customer return input into quality meetings (as and when required).
  • Through regular, timely and robust communication, promote and represent the quality department both internally and externally for continuous improvement
  • Drive and deliver ad hoc QA projects to support the end to end quality and continuous improvement feedback loop.

  • Essential
  • 5-10 years’ operating within or managing a QA / Customer Returns warehouse/depot team in a fast-paced retail business or, manufacturing / quality assurance experience in an apparel or the consumer product industry
  • Experience of working in consumer product supply chains in depot/head office and with other head office functions.
  • Understands the manufacturing construction of a product category group within the consumer products sector
  • Proven experience of inspecting consumer products and setting up new quality processes within depots/warehouses
  • Must demonstrate strong professional skills for communication, attention to detail, organisational skills, time management etc.
  • Good analytical skills and be able to resolve challenges as they arise and proactively problem solve
  • Works effectively with others to deliver common goals; readily offers support.
  • Knowledge of factory inspections
  • Good computer skills
  • Be resilient and adaptable to change, within a fast pace environment
  • Be results focused and be willing to take responsibility
  • Good analytical skills, good problem solver
  • Experience of managing stakeholder relationships/teams
  • Maintain regular communication with peer group to ensure consistent ways of working
  • Passionate about quality and the ability to be part of the creation of a small new team within a fast-paced retail business.
  • The to develop and maintain effective working relationships across all levels of the company.

  • Working within a customer returns operation at a depot or with a 3PL offering such services to clients already
  • Cleaning and rework methods.
  • Quality requirements and methods of inspection
  • Product re-processing ways of working.
  • Knowledge of textiles and apparel product is advantageous

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  • Quality & Product Technology, Leicester, England, United KingdomRemove