Kering E-Commerce Service Management Analyst

Paris • France

Monday, January 12, 2026

Kering, a distinguished leader in the global luxury industry, is renowned for its portfolio of iconic brands such as Gucci, Saint Laurent, Bottega Veneta, and Balenciaga. As part of a family-led group, Kering fosters a culture of creativity and innovation, offering exceptional products and experiences across fashion, leather goods, jewelry, and beauty. The company is committed to sustainability and cultural excellence, employing over 47,000 individuals worldwide and generating significant revenue. Kering is dedicated to diversity and inclusion, ensuring equal opportunities for all employees.

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 which to retain, retire, or enhance.
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 impacting Quality of Service (QoS).
7. Research and assess new solutions and tools for a centralized alerting system.
8. Benchmark industry competitors and interview potential providers.
9. Create and present business cases for new solutions.
10. Develop and maintain dashboards related to 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 KPIs to stakeholders.
15. Present progress and actions in weekly or monthly committees.

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

1. Proficiency in BI tools such as Power BI and Tableau.
2. Experience with SQL and data visualization platforms.
3. Knowledge of Python or 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 CMS (SFCC/Headless) is a plus.
9. Excellent listening and diplomatic skills.
10. Ability to translate technical concepts for non-technical audiences.
11. Strong 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 dynamic work environment with opportunities for professional growth and development. Employees have the chance to work with renowned luxury brands and contribute to their e-commerce success. The company is committed to diversity and inclusion, providing a supportive and equitable workplace.

Kering prides itself on fostering a culture of creativity, sustainability, and excellence. The company values diversity in all its forms and promotes an inclusive environment where employees can express their talents. Kering encourages innovation and collaboration, ensuring that all team members have the opportunity to contribute to the company's success.