Refund Manager

What you will do. A glimpse in your role

As a Refund Manager, you will play a key role in ensuring that Global Blue’s refund operations operate in full compliance with company guidelines, local regulations, and budget targets. You will be responsible for managing and developing the refund network across air, sea, and land, with a strong focus on Oslo Airport and the cruise segment, while supporting the transition towards fully digital refunding solutions.

You will lead teams, manage agents and partners, and collaborate closely with internal and external stakeholders to ensure high-quality service delivery, operational excellence, and continuous improvement of the refunding ecosystem.

Main responsibilities:

Ensure the optimal refunding setup at Oslo Airport, including:

• Leadership of the ORP team, ensuring appropriate staffing levels and shift patterns

• Attracting, developing, and retaining high-quality employees

• Building and maintaining strong relationships with airport management

• Negotiating and maintaining optimal contract conditions

• Driving and embracing digitalisation initiatives

Manage the current refunding network, ensuring:

• High-quality agents, optimal locations, and no operational gaps

• Renegotiation and optimisation of agent contracts

• Transition from “collect and stamp only” agents to fully digital refunding solutions

Collaborate with the Business Manager, Cruise & Souvenir on the Cruise refunding business, ensuring alignment with overall refunding operations:

• Supporting agent quality monitoring and operational standards

• Contributing to the improvement of refunding processes and digital solutions

• Ensuring operational alignment between cruise and airport refunding activities

Work closely with the Managing Director and Head of Refunding and Operations to support and manage the digital rollout from a refunding perspective

Ensure compliance with government requirements and regulations for refunding across air, sea, and land borders

Every action has an impact. You will make a difference here if:

• You ensure a compliant, efficient, and high-performing refund network

• You proactively identify gaps, risks, and improvement opportunities within the refunding setup

• You successfully support the digital transformation of refund operations

• You foster strong relationships with agents, authorities, and internal stakeholders

• You consistently deliver high service quality while meeting operational and financial targets

Key competencies to empower your journey. You'll drive towards success if:

• You have strong proficiency in English and Norwegian

• You demonstrate solid organisational and coordination skills

• You communicate clearly and effectively with diverse stakeholders

• You are flexible and comfortable working in a dynamic environment

• You are able to work independently while being a strong team player

• You adopt a service-oriented mindset

• You are capable of maintaining a holistic, end-to-end operational view

• You show a continuous drive for improvement and development

• You bring leadership experience and the ability to guide teams effectively

Reporting and collaboration

You will collaborate closely with:

• Sales Teams

• Nordic Refund Managers

• Fraud Prevention Teams

• Norwegian RO Team

• Agent Management

• Customs and Frontier Guards

• Airport Authorities

• Tax Authorities

Together, we go further:

At Global Blue, great work happens when talented people come together in a supportive and inspiring environment. Here’s what you can expect:

• A role in a fast-growing, international company

• Opportunities for professional development and career growth

• A multicultural workplace, collaborating with colleagues worldwide

• Inspiring team members and a dynamic, forward-thinking culture

• A range of employee benefits, including:

• Employee referral program

• Team-building activities and events

• Annual Christmas Party and more

We foster career growth through internal mobility , embrace an Agile Working Model , and prioritize worklife balance . Committed to sustainability, we focus on creating positive impacts for employees, clients, and communities. Guided by our 5 Ways of Working , we value client satisfaction, collaboration, innovation, and shared success.

Feels like you? Explore further! Let’s write the future together: apply now! Follow us on Social Media! Global Blue