Senior Expert Returns Management Europe (m/f/x)

Senior Expert Returns Management Europe (m/f/x)

Location: Bonn / Department: OOH & Returns Management

Job Purpose

The Returns Manager owns and governs DHL eCommerce’s European returns activities. The role is accountable for defining and executing the European Returns Strategy, ensuring achievement of commercial, customer and operational objectives across the DHL eCommerce network.

The position requires strong analytical skills, deep process understanding, and the ability to lead complex cross‑border and cross‑functional initiatives from concept to launch.

Your Tasks

• Own and continuously evolve the European portfolio of cross-border returns products and services for eCommerce customers.
• Ensure smooth and reliable service delivery in close collaboration with Operations, IT and Customer Service.
• Define, own, and govern the European returns operating model and drive implementation decisions across for European countries
• Continuously monitor key performance indicators and define improvement measures where required.
• Acts as trusted advisor to the DHL eCommerce Leadership Team on Returns strategy, investment priorities and business performance.
• Drive and implement sustainable product development initiatives, such as improving customer experience and introducing additional services for eCommerce merchants.
• Own and Steer collaborations with external service providers, including partner organizations and third-party logistics providers, as well as other DHL divisions such as DHL Supply Chain.
• Lead the European network with returns management experts across DHL eCommerce Solutions countries in Europe and beyond.
• Drive and implement sustainable product development initiatives, such as improving customer experience and introducing additional services for eCommerce merchants for XB and domestic.

Profile

Experience & Qualifications

• At least 5 years of experience in product management, logistics, supply chain, e-Commerce or in commercial logistics functions
• Experience working in international logistics or cross‑border processes is must
• Strong understanding of product design and operational flows, especially in the area of returns (domestic and crossborder)
• Master's degree in Business, Logistics, Supply Chain Management, or a closely related field.

Skills & Competencies

• Strong commercial acumen
• Fluent in English; additional languages is a plus
• Strong communication and presentation skills.
• Experience working in international and agile cross-cultural environments.
• High flexibility, solution-oriented mindset, and strong ownership.
• Product management tools (e.g., Jira, Confluence), Data analysis (e.g., Excel, Power BI), Process documentation (e.g., Visio, Miro)