Kering E-Commerce Service Management Analyst

Paris • France

Thursday, December 11, 2025

Kering is a distinguished global luxury group, renowned for its stewardship of iconic fashion houses such as Gucci, Saint Laurent, and Balenciaga. As a leader in the luxury sector, Kering is committed to fostering creativity and excellence across its diverse portfolio, which includes leather goods, jewelry, and beauty. The company is dedicated to sustainability and cultural enrichment, providing a dynamic environment for professionals seeking to make a significant impact in the luxury industry.

1. Lead the implementation and maintenance of a centralized monitoring and alerting system for the e-commerce platform.
2. Audit existing monitoring tools to determine retention, retirement, or enhancement.
3. Review and optimize alert thresholds and frequencies.
4. Develop new alerts based on historical incident analysis.
5. Define processes for alert analysis, ticket creation, and resolution follow-up in collaboration with technical teams.
6. Identify root causes of recurring incidents affecting Quality of Service (QoS).
7. Evaluate new solutions and providers for a centralized alerting system.
8. Research and benchmark innovative solutions in the luxury sector.
9. Develop and present business cases for new solutions.
10. Create and maintain dashboards for ticket management QoS.
11. Analyze data for quality scorecards, including SLA, ticket backlog, and response quality.
12. Collaborate with the Service Performance team to enhance data quality.
13. Propose corrective actions and new processes to improve service levels.
14. Communicate performance metrics and progress to stakeholders.
15. Present KPIs to Kering Houses and key stakeholders in regular meetings.

1. Minimum 3 years of experience in digital/IT, preferably as a Data Analyst or Web Analyst.
2. Proficiency in English and French.
3. Ability to comprehend complex IT architectures and process flows.

1. Proficiency in BI tools such as Power BI or Tableau.
2. Strong SQL skills.
3. Experience with Python/R for data analysis is advantageous.
4. Familiarity with digital analytics platforms like Google Analytics.
5. Experience with BigQuery and Looker Studio.
6. Advanced Excel skills.
7. Strong analytical and problem-solving abilities.
8. Basic knowledge of OMS (Manhattan) and/or CMS (SFCC/Headless) is beneficial.
9. Excellent project management and cross-functional collaboration skills.

A minimum of 3 years in digital or IT roles, with a focus on data or web analysis.

Kering offers a vibrant work environment with opportunities for professional growth and development. Employees contribute to the performance of prestigious luxury brands and are part of a company committed to diversity and inclusion.

Kering fosters an inclusive and dynamic workplace culture, valuing diversity in all its forms. The company encourages employees to express their talents individually and collectively, supporting a collaborative environment that adapts to a changing world.