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.
- 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.
- 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.
- 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
- 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.
Platform Services Team
Platform Services & Support team is the integral team within ZALORA Commercial department, bridging the discussions and leading projects between the Supply Chain, Operations, Tech & Commercial teams of ZALORA. The primary focus of Platform Services & Support team is to create superior experience for our key Trade business partners (brands e.g. Nike, Mango, Topshop, etc.), by focusing on (1) excellent customer service (2) fast onboarding process, (3) timely resolution of queries and (4) finding opportunities for mutual growth by focusing on new services and avenues to drive partnerships with brands to the next level.
The ZALORA Story
ZALORA is Asia’s leading online fashion, beauty and lifestyle destination, part of Global Fashion Group. As one of the region’s pioneer large scale e-commerce platforms, ZALORA has established a strong presence throughout the region, particularly in Singapore, Indonesia, Malaysia, the Philippines, and Hong Kong enjoying over 50 million visits per month.
ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.
Consent Disclaimer
By submitting your application for this role, you consent to ZALORA collecting, using and processing through and in ZALORA’s systems all personal data included in or provided in relation to your application. The purposes for such collection, use and/or processing shall be for conducting of ZALORA’s recruitment requirements for the present role, and identifying and evaluating other roles and career opportunities within ZALORA which you might be a good fit for.
Skills Required
- Bachelor's degree is a minimum, higher qualification preferred
- 3-5 years of working experience in Operational Excellence, Project Management, or E-commerce
- Experience in managing stakeholders and driving projects
- Strong Microsoft Office skills
- Lean Six Sigma exposure preferred
What We Do
ZALORA is Asia’s leading online fashion, beauty and lifestyle destination, part of Global Fashion Group. As one of the region’s pioneer large scale e-commerce platforms, ZALORA has established a strong presence throughout the region, particularly in Singapore, Indonesia, Malaysia, Brunei, the Philippines, Hong Kong, and in Taiwan, enjoying over 50 million monthly visits. With an extensive collection of top international and local brands, ZALORA is a curated platform, featuring all the things shoppers love in one place. Customers can discover authentic products from over 3000 brands across categories, from apparel, shoes, accessories, beauty, pre-loved, and lifestyle, including essentials and home & living products. As a customer-first brand, ZALORA is powered by a team of committed innovators, providing a seamless shopping experience across mobile, tablet, and desktop. With a broad network of logistical service, ZALORA is known for speedy and reliable deliveries, as well as offering multiple payment methods, including cash-on-delivery across its markets. ZALORA provides up to 30-day free returns and free delivery after a certain spend. ZALORA continues to delight shoppers with their unlimited next-day delivery subscription, ZNow, and give customers more value with ZALORA’s signature Cashback programme. ZALORA also made it easier for shoppers to buy products based on their style inspiration with ZALORA’s visual search function, Complete the Look and Get the Look feature! ZALORA prides itself to be an industry enabler through innovations like our data analytics platform, TRENDER, that provides brand partners valuable insights and 1SS (One-stock solution) a modular multi-channel e-commerce fulfillment service, allowing brand partners to consolidate their stocks in ZALORA’s e-fulfillment centres. Putting the customers and brand partners at the centre of our innovation, ZALORA is the online destination that connects everyone to the limitless world of e-commerce.
