ReBOUND to explore new ways for customers to interact with the returns process
Returns management platform ReBOUND has launched a new office in Manchester, England solely dedicated to returns tech research and development.
ReBOUND’s R&D will explore new ways for shoppers to interact with retailers during the returns process and assessing how new technology, such as voice activation, can be incorporated.
Phil Smith, Co-Founder and Chief Technology Officer at ReBOUND, said: “Our Manchester innovation centre significantly enhances ReBOUND’s capability to innovate and develop our product. It’s an essential investment at a time when returns are rising to the top of the retail agenda. Today’s brands are increasingly turning to intelligent, data-driven returns to attract and retain customers, particularly in international markets.
The initial five-person team of UX and analytics specialists in Manchester includes Darren Cousins and Jamie Englert.
Designer Darren Cousins, Senior UX Designer at ReBOUND commented on the role: “Returns has become the major e-commerce issue, capturing attention at all levels from operations to boardroom. It’s no longer seen as a back-end logistics matter, it’s a customer experience and marketing asset which can attract and retain customers. Data and visibility will play a crucial role in how brands deliver intelligent returns solutions, and ReBOUND’s expertise provides them with fantastic head start in developing new ways for customers to interact with the returns process.”
ReBOUND has also expanded its senior team to enhance its service and strategy as it adds to its customer portfolio of over 500 brands around the world.
Andy Stotesbury, formerly of ASOS, has been appointed Strategic Client Service Development Manager, and will oversee ReBOUND’s end-to-end service, which sees more than 35 million returns transported around the world every year. Andy’s particular focus will be to ensure the full ReBOUND’s process – from scheduling a pick up to transport, carrier changeover to final drop-off to a retailer’s returns centre – is as efficient as possible.
Matt Dean has been appointed Business Development Director and joins from ZigZag Global. Matt will oversee ReBOUND’s growing new business pipeline as increasing number of retailers move to harness intelligent, data-driven returns in 2019.
Heather Emery joins the business as Client Success Manager, having previously worked in international logistics and strategy with the likes of DPD and wnDirect. With retailers increasingly looking to swiftly integrate a smart returns strategy, Heather will be responsible for ensuring ReBOUND’s services can be integrated with new customers rapidly and continuously identifying opportunities to optimise processes across the business.
“These appointments bring together an A-Team of development, analytics and strategy specialists to transform returns from a logistics process into a revenue-driving opportunity for retailers,” explains Phil Smith.