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 Cruise Key Account Manager 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 Operations Manager 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!
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