Kering E-Commerce Service Management Analyst
Join Kering in Paris as an E-Commerce Service Management Analyst. Enhance e-commerce performance for luxury brands like Saint Laurent and Balenciaga. Apply now!
Overview
Kering, a global leader in luxury fashion, is renowned for its portfolio of illustrious brands, including Gucci, Saint Laurent, and Balenciaga. As part of a family-led conglomerate, Kering is committed to fostering creativity and excellence across its diverse Houses, which span ready-to-wear, couture, leather goods, jewelry, eyewear, and beauty. With a strong emphasis on sustainability and cultural enrichment, Kering offers a dynamic and inclusive work environment that celebrates diversity and innovation.
Role & Responsibilities
- Lead the implementation and maintenance of a centralized monitoring and alerting system for the e-commerce platform.
- Audit existing monitoring tools to determine retention, retirement, or enhancement.
- Review and optimize alert thresholds and frequencies.
- Create new alerts based on historical incident analysis.
- Define processes for alert analysis, ticket creation, and resolution follow-up in collaboration with technical teams.
- Identify root causes of recurring incidents affecting Quality of Service (QoS).
- Assess new solutions and tools for a centralized alerting system.
- Research and benchmark innovative solutions in the luxury sector.
- Develop and present business cases for new tools.
- Create and maintain dashboards for ticket management QoS.
- Analyze data for quality scorecards, including SLA, ticket backlog, and response quality.
- Collaborate with the Service Performance team to enhance data quality.
- Propose corrective actions and new processes to improve service levels.
- Communicate performance metrics to stakeholders during regular committees.
- Report on progress and actions following tool deployment and scorecard analysis.
Qualifications
- Minimum 3 years of experience in digital/IT, preferably as a Data Analyst or Web Analyst.
- Proficiency in English and French.
- Ability to comprehend complex IT architectures and process flows.
Skills
Experience
A minimum of three years in digital or IT roles, ideally as a Data Analyst or Web Analyst, with a focus on e-commerce platforms.
Workplace
The successful candidate will be located in Paris, Île-de-France, France. 3.321 luxury roles are listed in Paris on Cerulean, 73 posted in the last 48 hours. Across the Île-de-France region, Cerulean lists 3.735 open positions — 104 listed in the past two days. Cerulean currently advertises 4.293 open roles in France, including 140 added in the last 48 hours.
Benefits
Kering offers a diverse and inclusive work environment, with opportunities for professional growth and development. Employees have the chance to work with prestigious luxury brands and contribute to innovative projects. The company is committed to equal employment opportunities and values diversity in all its forms.
Culture
Kering fosters a culture of creativity, inclusivity, and sustainability. The company values diversity and encourages employees to express their talents both individually and collectively. With a commitment to adaptability and innovation, Kering provides a supportive environment where employees can thrive and contribute to the success of its luxury brands.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.