Projects

MARKETPLACE ARCHITECTURE

Multi-Warehouse Fulfillment

ZALORA sellers with inventory across multiple locations had two options: cancel orders or relocate stock manually. Competitors supported up to 50 warehouse locations per seller. I led discovery across 12 seller groups, modeled the revenue case for OOS recovery and assortment expansion, and wrote the requirements for the product team. In development ahead of Q4 UAT.

€309K projected annual uplift

AI & AUTOMATION

AI Seller Support Automation

Indonesia's seller helpdesk was fully manual: limited hours, slow response times, sellers waiting on basic answers. I built the regional business case and led the pilot of an AI chatbot that handled inquiries automatically. It reached 68% ticket deflection once stabilized, and coverage expanded to 24/7 without adding headcount, and became the proof of concept for rollout across all ZALORA markets.

68% ticket deflection rate

REVENUE ARCHITECTURE

Payment Handling Fee Design

Every major competitor charged a payment service fee. ZALORA Indonesia didn't, and the gap was recoverable. I built the business case: competitor benchmarking, three pricing scenarios across five payment methods, customer research, and checkout requirements for the product team. Coordinated Finance, Legal, CX, and Tech through go-live.

~€200K annual revenue generated

LOGISTICS & COST OPTIMIZATION

Cost-to-Serve Optimization

ZALORA's logistics costs looked manageable in aggregate. At the SKU and lane level, subsidy leakage was going undetected. I built a framework to find it, then designed the fixes: a flat-fee trucking model (58% subsidy reduction), multi-tier shipping fees across markets, and a cashless return chargeback system replacing manual deduction workflows.

€520K annual logistics cost savings

REVENUE RECOVERY

Return-to-Exchange Feature

When ZALORA customers wanted to swap a size or style, the only option was a refund. I led the launch of the Marketplace Exchange feature, which let customers convert returns into new orders without leaving the return flow. The initial rollout converted roughly 15% of returns into exchanges.

€695K annual revenue preserved

OPERATIONS & LOGISTICS

Routing Engine Optimization

At Paxel, activating a new delivery route took five days from identification to live operation. That pace was capping how fast the network could grow. I wrote the business requirements for a routing optimization system, modeled capacity across 130+ agent nodes, and made the investment case with a payback period under one year. Route activation dropped from five days to two.

60% reduction in route activation lead time

Jason Kester Hanani

Operations & Product Professional

contact@jasonkhanani.com