Kering E-Commerce Service Management Analyst

Kering, a prestigious global luxury group, is renowned for its portfolio of iconic brands including Gucci, Saint Laurent, Bottega Veneta, and Balenciaga. As an employer, Kering fosters a culture of creativity, sustainability, and excellence, offering a dynamic environment where employees can thrive and contribute to the legacy of luxury fashion. The group is committed to diversity and inclusion, ensuring equal opportunities for all employees across its various Houses.

1. Lead the rollout 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 current thresholds and alert frequencies.
4. Develop new alerts based on past incident analysis.
5. Define processes for alert analysis, ticket creation, and resolution follow-up in collaboration with technical teams.
6. Identify recurring incident root causes affecting Quality of Service (QoS).
7. Assess and recommend new solutions/tools/providers for a centralized alerting system.
8. Research and benchmark innovative solutions in the luxury sector.
9. Create and maintain dashboards related to ticket management QoS.
10. Analyze data for quality scorecards, including SLA, ticket backlog, and response quality.
11. Communicate performance metrics to stakeholders and present KPIs during committees.
12. Propose corrective actions and process improvements to enhance service quality.

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

1. Proficiency in BI tools such as Power BI, Tableau, or other data visualization platforms.
2. Strong knowledge of SQL.
3. Experience with Python/R for data analysis is advantageous.
4. Familiarity with digital analytics platforms like Google Analytics.
5. Competence in BigQuery and Looker Studio.
6. Advanced Excel skills.
7. Strong analytical and problem-solving capabilities.
8. Basic knowledge of OMS (Manhattan) and/or CMS (SFCC/Headless) is beneficial.
9. Project management mindset and excellent listening skills.
10. Ability to translate technical concepts for non-technical audiences.
11. Strong cross-functional collaboration skills.

A minimum of three years in digital/IT roles, ideally as a Data Analyst or Web Analyst, with a focus on e-commerce platforms.

Kering offers a collaborative work environment with opportunities to impact the e-commerce performance of major luxury brands. The company is committed to diversity and inclusion, providing equal opportunities for all employees.

Kering's workplace culture is characterized by creativity, sustainability, and a commitment to excellence. The company values diversity and inclusion, fostering an environment where employees can express their talents and contribute to the evolving luxury fashion landscape.