About me
Anna-Maria Petisme
I specialise in product returns management within e-commerce, combining a PhD in Business Administration with hands-on industry experience.
My work focuses on how product returns affect cost structures, organisational dynamics, customer experience, and sustainability, and how companies can address these issues in a more structured and commercially grounded way.
In many organisations, product returns are handled reactively and fragmented across functions. This often results in unclear accountability, disconnected decision-making, and avoidable costs. I work to bring structure, clarity, and strategic direction to what too often becomes operational firefighting.
Through systematic analysis of data, processes, and governance structures, I identify improvement areas that are frequently overlooked. When return management is clearly positioned within the business model, organisations gain stronger decision-making foundations, more coherent governance, and sustainable long-term performance, both financially and environmentally.
I am also a certified board member through the Swedish Board Academy and welcome board roles where my experience in e-commerce and organisational transformation can contribute to long-term strategic development.
My Services
Below are examples of how I add value.
Strategy & Advisory
I analyse your current product return performance and develop strategies to reduce return rates, improve return processes, and strengthen the customer experience. The work is grounded in data, behavioural insights, and an understanding of how product returns affect overall business performance.
Together, we identify the key drivers behind product returns and prioritise actions that create the greatest impact. The goal is to establish a clear strategic direction where profitability and customer satisfaction go hand in hand.
Speaking & Workshops
I share research-based insights on the strategic role of return management and the underlying drivers of product returns. The lectures offer clarity, new perspectives, and actionable ideas grounded in both data and practice.
Workshops take a more hands-on and cross-functional approach. We gather key stakeholders to analyse return drivers, prioritise high-impact interventions, and define clear, realistic next steps. The emphasis is on alignment, engagement, and implementation.
In-House Return Expertise
Working as an embedded return specialist, I collaborate closely with key functions to strengthen return performance and organisational alignment. My approach combines rigorous analysis with practical implementation, ensuring sustained progress over time.
I contribute structure, strategic focus, and continuity so that return management becomes an integrated part of the business model rather than a peripheral concern.
I am a certified board member through the Swedish Board Academy and welcome board assignments within e-commerce, retail, and organisations requiring strategic expertise in profitability, sustainability, and corporate governance.
With experience as both a researcher and an operational leader in return strategy, I contribute a commercially grounded perspective on risk exposure, cost dynamics, and sustainable long-term development.
Interested in a conversation?
If you would like to explore how I can support your organisation, or discuss a specific issue related to product returns and e-commerce, I would be pleased to connect.