Marketplace Platform Leader

We are seeking an experienced professional to lead our marketplace platform. As the Manager Marketplace & Fulfillment, you will be responsible for overseeing the full-stack performance of our operational engine across order lifecycle, brand fulfillment, logistics, platform performance, and CX quality.

You will own key relationships with delivery partners, brand operations teams, and internal tech/product functions, ensuring that we deliver a seamless and scalable experience.

The role involves monitoring real-time performance, ensuring smooth functioning of checkout, seller dashboards, and customer flows, as well as defining and enhancing operational SLAs for seller activity, order processing, and returns.

• Lead the day-to-day management of the marketplace platform in collaboration with Product & Tech teams.
• Monitor real-time performance (orders, traffic, uptime) and ensure smooth functioning of checkout, seller dashboards, and customer flows.
• Own seller onboarding workflows, product listing health, and inventory syncs across integrated brand systems.
• Define and enhance operational SLAs for seller activity, order processing, and returns.
• Serve as platform custodian: lead QA, UAT, and post-release testing for marketplace flows.
• Collaborate with Product team on enhancements to seller tools, return modules, and operational automation.
• Train and enable partner brands on ZARR's backend, including inventory updates, order fulfillment, and promotion setup.
• Oversee order lifecycle from placement to delivery across all platforms.
• Manage fulfillment operations including warehousing, inventory tracking, and last-mile logistics.
• Lead relationships with 3PL/courier partners; negotiate terms, monitor SLAs, and manage escalations.
• Ensure timely and cost-efficient delivery operations across regions.
• Design and maintain standard packaging guidelines in line with brand positioning.
• Set up scalable, efficient return/reverse logistics process for fashion items.
• Monitor real-time order flow, warehouse inventory levels, and partner compliance.
• Optimize operations to reduce cancellations, delays, and out-of-stock issues.
• Serve as operational POC for fashion brands onboarding the marketplace.
• Define and enforce SLAs for dispatch, returns, quality control, etc.
• Help onboard and train partners on packaging, delivery protocols, and tech tools.
• Work closely with Product/Tech teams to streamline order tracking, dispatch, and warehouse integrations.
• Recommend tools, dashboards, and automation to scale operations efficiently.

• Bachelor's degree in Supply Chain, Operations, or related field (MBA preferred).
• 7+ years experience in e-commerce, 3PL, or retail operations (fashion domain a big plus).
• Hands-on experience with digital product management, fulfillment, and order management systems.
• Strong knowledge of last-mile delivery landscape in Pakistan.
• Familiarity with returns, exchange policies in fashion retail is a plus.

As one of the leading employers in the country, we epitomize the philosophy that each employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.

This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success.