Kering E‑commerce Service Management Analyst
- Location
- Seniority
- Mid-Level
- Department
- E-Commerce, Digital & Data Analytics
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Apr 23, 2026
About Kering
Kering is a global luxury group composed of distinct Houses renowned for creativity in ready‑to‑wear, leather goods and accessories. The Group partners closely with each Maison to nurture design excellence, sustainability and cultural engagement while providing cross‑Maison digital and operational platforms that support global e‑commerce performance.
Kering — E‑commerce Service Management Analyst in Paris: lead centralized monitoring, QoS analysis and alerting for Kering Houses (Saint Laurent, Balenciaga).
Role & Responsibilities
- Lead the rollout, configuration and ongoing maintenance of a centralized monitoring and alerting system covering front‑end and back‑end e‑commerce services.
- Audit existing monitoring and analytics tools to determine which solutions to retain, retire or enhance; review thresholds and alert frequencies.
- Design new alerts informed by historical incident analysis and define clear processes for alert triage, ticket creation and resolution tracking in coordination with technical run teams and business stakeholders.
- Create and maintain dashboards and quality scorecards (SLA, ticket backlog, regressions, response quality) to measure ticket handling QoS and operational health.
- Analyze recurring incidents to identify root causes and propose corrective actions, knowledge‑transfer plans and process improvements across L2 and L3 support.
- Evaluate and benchmark prospective vendors, tools and architectures; build and present business cases for centralized alerting solutions.
- Partner with the Service Performance team to improve data quality and ensure robust KPI reporting.
- Communicate performance updates and present KPIs to Kering Houses and stakeholders during regular committees following deployments and QoS reviews.
Qualifications
- Minimum three years’ professional experience in digital or IT environments, preferably as a Data Analyst, Web Analyst or in a service‑oriented observability role.
- Proven ability to understand complex IT architectures, service flows and incident management procedures.
- Fluent in English and French, with excellent written and verbal presentation skills.
- Strong stakeholder management and the capacity to translate technical findings into actionable, business‑focused recommendations.
- Experience evaluating third‑party SaaS solutions and developing business cases for tool selection and change.
Skills
Experience
At least 3 years in digital/IT roles with hands‑on experience in data analysis, dashboarding and service monitoring. Demonstrable background in incident analysis, SLA management, vendor evaluation and stakeholder communication within an e‑commerce or digital product organisation.
Education
Bachelor’s degree in Computer Science, Data Science, Information Systems, Business Analytics or a related discipline, or equivalent professional experience.
Workplace
The successful candidate will be located in Paris, Île-de-France, France.
Culture
The employer cultivates a creative, collaborative environment that brings together specialised Houses under a single operational umbrella. Teams operate cross‑functionally with high expectations for excellence, sustainability and inclusion, where analytical rigor and partnership with brand teams are valued.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Kering, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «E‑commerce Service Analyst», «Service Performance Analyst — E‑commerce», «E‑commerce Monitoring & Alerting Analyst», «Digital Service Management Analyst», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.