Kering E-Commerce Service Management Analyst
Kering — Paris: E‑Commerce Service Management Analyst to own monitoring, alerting and QoS analytics for luxury e‑commerce platforms.
Overview
Kering is a global luxury group that develops and manages a portfolio of Houses across fashion, leather goods, jewelry, eyewear and beauty, including Saint Laurent, Balenciaga and Bottega Veneta. The group is recognised for its emphasis on creativity, craftsmanship and sustainability, and it operates through a matrix of autonomous creative Houses supported by central functions in areas such as digital, operations and finance.
Role & Responsibilities
- Lead the design, rollout and ongoing maintenance of a centralized monitoring and automated alerting system covering front‑end and back‑end e‑commerce services.
- Audit existing monitoring tools and platforms to determine which to retain, retire or enhance; review thresholds and alert frequencies.
- Create new alerts informed by incident history and define clear processes for alert triage, ticket creation and resolution follow‑up with technical teams and run coordinators.
- Evaluate vendors and technical solutions for a centralized alerting stack; conduct market benchmarking and present business cases to stakeholders.
- Develop and maintain QoS dashboards and quality scorecards (SLA, ticket backlog, regressions, response quality) and analyse trends to propose corrective actions.
- Coordinate performance communications: present KPIs to Kering Houses and stakeholders in regular governance forums and report on improvements post‑deployment.
- Identify recurring root causes affecting ticket management and lead cross‑functional initiatives (knowledge transfer, process changes) to improve L2/L3 service delivery.
Qualifications
- Minimum three years’ professional experience in digital or IT environments, preferably as a Data Analyst, Web Analyst or similar role.
- Proven ability to interpret complex IT architectures, service flows and incident lifecycles.
- Fluent in English and French, with strong verbal and written stakeholder communication skills.
- Demonstrated experience building dashboards, defining KPIs and driving process improvements across cross‑functional teams.
- Project‑management mindset and the ability to translate technical findings into actionable business recommendations.
Skills
Experience
At least three years' experience in digital/IT analytics, including hands‑on work with BI tools and SQL, the creation of monitoring/alerting rules, dashboard development and regular stakeholder reporting. Prior exposure to vendor evaluation and operational run processes in an e‑commerce context is highly desirable.
Education
Bachelor’s degree in Computer Science, Data Science, Statistics, Business Analytics, Engineering or a related field, or equivalent professional experience.
Workplace
The successful candidate will be located in Paris, Île-de-France, France. 3.348 luxury roles are listed in Paris on Cerulean, 49 posted in the last 48 hours. Across the Île-de-France region, Cerulean lists 3.762 open positions — 64 listed in the past two days. Cerulean currently advertises 4.319 open roles in France, including 78 added in the last 48 hours.
Culture
Kering fosters a culture that blends creativity with operational rigor: Houses are encouraged to preserve their creative autonomy while drawing on central expertise and shared services. The group emphasises sustainability, diversity and inclusion and values collaborative, cross‑disciplinary working across international teams.
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.