5 APRIL 2019: Returns management platform ReBOUND has launched a new office dedicated solely to returns tech research and development.

The new Manchester-based innovation centre team will focus on building the next iteration of the intelligent returns platform, which is already used by the likes of ASOS and Gymshark. 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. Additional R&D appointments will be made in coming months, but the initial five-person team includes:

Darren Cousins, Senior UX Designer – Darren joins from Manchester digital agency Reading Rooms, where he was Creative Director. His UX and marketing will be key in developing new ways for shoppers to interact with the returns process
Jamie Englert, Senior UX Researcher – Jamie brings a decade of digital experience in developing UX based on insights from consumer data, most recently with Shop Direct

Alongside a five-person team of UX and analytics specialists in Manchester, 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.

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. 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.”

Darren Cousins, Senior UX Designer at ReBOUND, said:
“Returns has become the major ecommerce 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.”