Refund Manager

Who we are:

At Global Blue, a company by Shift4, we firmly believe that enhancing the shopping experience drives performance.

Our mission is to seamlessly connect shoppers and brands worldwide by simplifying the shopping experience and boosting retailer performance. With over 40 years of industry expertise, we have pioneered Tax Free Shopping and expanded into the Payment and Post-Purchase business.

As a technology partner, we lead our industries with innovative technology and data-driven insights, bringing unparalleled value at every touchpoint along the shopping journey. We support retailers in handling over 35 million Tax Free Shopping transactions every year and our payment partners in elevating the experience of more than 31 million transactions worldwide. Our post-purchase solutions also cater to the needs of over 47 million e-commerce shoppers. Listed on the New York Stock Exchange, we generated €20bn Sales in Store and €311M revenue in FY 2022/23.

Our diverse community of over 2,000 employees represents more than 80 nationalities across 53 countries. At Global Blue, we cultivate a culture of empowerment, encouraging our teams to collaborate and support one another.

Together, we innovate, create, and strive towards a brighter future for the businesses we serve.

With Global Blue, enjoy the journey.

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, ensuing:

• 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 envirnment
• 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 Temas
• 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.

Submit applications only through official Global Blue channels. We do not use any third-party services or platforms for recruitment.Always verify emails or LinkedIn messages.

Ensure communications come from official @globalblue.com addresses or certified Global Blue recruiters/employees.

We will never ask for payment or personal financial information during the hiring process. If anyone requests this, it is a scam—report it immediately.

Feels like you? Explore further!

Let’s write the future together: apply now!

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