E-Commerce Service Management Analyst

Location ParisÎle-de-FranceFrance
Type Full-Time
Seniority Mid-Level
Posted Mar 1, 2026
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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

Proficiency in BI tools such as Power BI or Tableau. Knowledge of SQL and Python/R for data analysis. Experience with digital analytics platforms like Google Analytics. Familiarity with BigQuery and Looker Studio. Advanced Excel skills. Strong analytical and problem-solving capabilities. Basic knowledge of OMS (Manhattan) and CMS (SFCC/Headless) is advantageous. Excellent listening and diplomatic skills. Ability to translate technical concepts for non-technical audiences. Strong project management mindset and cross-functional collaboration 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.

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.