Operational Excellence 1SS Senior Executive

The Platform Services team at ZALORA is young, highly dynamic and energetic. The aim of the Platform Services team is to provide ZALORA’s strategic brand partners with tailored solutions that will help our partners to grow their business, ranging from fulfillment to marketing, to digital e-Production and data analytics. Think of us as intrapreneurs within ZALORA. The team is constantly on the lookout for new business opportunities to drive ZALORA to be the No. 1 fashion e-commerce platform in Southeast Asia.

As the Platform Services vertical of ZALORA’s business grows, we are looking for a 1SS key account executive. In this role you will be involved in develop, monitor and assigned portfolio brands in 1SS.

This is a dynamic role in a fast-paced and growing business where you will work closely with some top international brands and get extensive regional and cross-functional exposure. If you want to be part of building the premier e-commerce destination in one of the world’s most dynamic markets join us!


RESPONSIBILITIES:

1) Marketplace SLA excellence (Shopee, Lazada, TikTok, etc.)

• Drive attainment of external platform SLAs such as on-time dispatch, fulfilment lead time, cancellations, on-time delivery, returns handling as applicable by the respective platform and markets.

• Establish and run performance routines on a daily or weekly tracking of escalations to prevent and recover SLA breaches.

• Work closely with key account and operations teams to implement corrective actions e.g. capacity planning, cut-off alignment, backlog clearance, carrier escalation as well as process fixes.

2) Key/Major brand SLA excellence (H&M, COS, Birkenstock, PUMA, Mango, etc.)

• Own the operational flow improvements for assigned strategic brands to meet brand-specific SLAs and operational commitments across markets.

• Lead root-cause analysis for SLA misses and drive Corrective/Preventive Actions with clear owners, timelines, and measurable outcomes.

• Support brand governance and business reviews with concise performance narratives and improvement roadmaps.

3) Continuous improvement and best practices (regional standardisation)

• Identify operational gaps across markets and brands and convert learnings into standard playbooks, SOPs, checklists, templates, and control measures.

• Drive adoption of best practices across warehouse, fulfilment and logistics workflows; ensure changes sustain through governance and audit checks.

• Promote “one way of working” across 1SS marketplace operations where feasible, while allowing market-specific exceptions when required.

4) Process review, revision and revamps

• Review and redesign any underperforming processes, including:

• Product creation / catalogue set-up

• Reporting and billing workflows

• SLA monitoring and exception handling

• Management reporting

• Reduce manual steps to improve right-first-time quality, strengthen ownership/RACI, and tighten end-to-end controls.

• Ensure process changes are documented, trained, and embedded into BAU operations.

5) Project lead and/or support

• Lead and support cross-functional initiatives such as
  a. New brand onboarding
  b. Existing brand market expansion (new markets)
  c. Existing brand service expansion (e.g., returns, value-added services, new fulfilment models)

• Own project fundamentals: scope, timeline, dependencies, risks/issues log, stakeholder alignment, go-live readiness and BAU handover.

• Ensure operational readiness at launch: SOPs, training, KPI baseline, reporting, escalation paths, and stabilisation plan.

6) Lean Six Sigma implementation

• Apply Lean Six Sigma tools to diagnose and improve performance (e.g., DMAIC, SIPOC, value stream mapping, 5 Whys, fishbone, Pareto) where necessary.

• Quantify and track benefits (e.g., SLA uplift, cycle-time reduction, error reduction, cost avoidance) with before and after measurement.

• Coach stakeholders on structured problem-solving and continuous improvement habits. Engaging and building healthy relationships with assigned portfolio brand to enhance the partnership between Zalora and brand

REQUIREMENTS:

• Bachelor's degree is a minimum, higher qualification preferred
• 3-5 years of working experience in the field of Operational Excellence in Business, Project Management, E-commerce, Consulting, SaaS / PaaS, B2B2C logistics
• Experience in managing wide array of stakeholders and driving successful projects is a must
• Nimble, agile, able to nurture relationships and to handle the job effectively
• Diligent, organized and methodological with excellent communication
• Strong Microsoft Office skills (Excel, Word and PowerPoint).
• Number-oriented person, skilled in working with data tools 
• Interest in driving business improvements through analysis and data-driven decision making
• Strong understanding of warehousing, fulfilment and logistics levers in e-commerce and marketplace operations.
• Proven experience in operational excellence, continuous improvement and cross-functional delivery.
• Data-driven performance management and is comfortable with SLAs & KPIs dashboards.
• Lean Six Sigma exposure preferred or demonstrated practical application of the methodology.