SUMMARY:
The 1SS Executive supports the successful day-to-day management of 1SS (One-Stock Solution) brand partners across ZALORA. As a multi-channel fulfillment service, 1SS enables brands to consolidate inventory across ZALORA and other digital marketplaces. This role coordinates multi-channel fulfillment and marketplace operations between brand partners and internal teams, including Operations, Warehouse/Fulfillment Center, Customer Service, Finance, and Marketplace. The position also prepares operational reporting and performance analytics to monitor fulfillment performance, support strategic decision-making, identify operational bottlenecks, and improve overall service delivery. Additional responsibilities include billing support and reconciliation, SLA tracking, product listing management and purchase order (PO) creation, and maintaining accurate operational records across ZALORA's Global Seller Center (GSC) and related platforms.
RESPONSIBILITIES:
Daily Operations & Brand-Partner Coordination Coordinate daily 1SS (One-Stock Solution) operations between brand partners and internal cross-functional teams, including Logistics/Operations, Warehouse/E-Fulfillment Centers, Customer Service, Finance, and Marketplace teams.
Monitor multi-channel order processing, fulfillment, dispatch, and delivery issues; follow up on shipping delays, stock synchronization exceptions, and fulfillment breaches through resolution.
Coordinate stock allocation and updates, inventory adjustments, SKU or product metadata changes, and related multi-channel operational requirements.
Support brand onboarding and operational readiness by gathering required brand data, setting up channel mappings, and coordinating process setup in Global Seller Center (GSC).
Track marketplace returns, cancellations, lost or damaged inventory, and stock discrepancies; ensure cases are accurately documented and routed to the appropriate logistics or finance teams.
Provide timely updates to internal stakeholders and brand partners on open operational issues, supply chain risks, and action plans.
Maintain accurate records of operational issues, partner requests, workflow decisions, and follow-up action items.
Reporting, Analytics & SLA Monitoring Prepare and maintain recurring operational reports and performance dashboards covering 1SS multi-channel fulfillment, commercial metrics, billing details, and service-level performance.
Analyze e-commerce operational data to identify trends, inventory variances, recurring order fulfillment issues, and process optimization opportunities; summarize findings and actionable recommendations for key stakeholders.
Coordinate with brand partners and internal operational teams to validate data integrity and resolve reporting discrepancies.
Monitor agreed Service Level Agreements (SLAs) and key performance indicators (KPIs), including SLA performance against brand target benchmarks (e.g., inbound SLAs, delivery SLAs, return processing rates).
Flag SLA breaches, operational risks, and recurring fulfillment delays; follow up on root cause analyses and corrective action plans with responsible teams.
Assist with monthly/quarterly Business Review (BR) preparations, including performance summaries, key commercial insights, open issue logs, and action item trackers.
Maintain organized and accurate archives of reports, SLA scorecards, Business Review action items, and relevant operational documentation.
Billing Support Support multi-channel billing processes for 1SS brand partners across ZALORA, including preparing and validating fulfillment billing data, revenue remittance details, service invoices, and supporting financial documentation.
Reconcile supporting order and fulfillment records; follow up on billing discrepancies, commission fee queries, and rate differences with brand partners, Finance, and commercial teams.
Follow up on outstanding payables, fulfillment claims, and credit notes, keeping relevant internal and external stakeholders…