Kering E Commerce Service Management Data Analyst

E-Commerce Service Management Analyst

About Kering: Kering is a global, family-led luxury group, home to people whose passion and expertise nurture creative Houses across ready-to-wear and couture, leather goods, jewelry, eyewear and beauty: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, McQueen, Brioni, Boucheron, Pomellato, Dodo, Qeelin, Ginori 1735, as well as Kering Eyewear and Kering Beauté. Inspired by their creative heritage, Kering's Houses design and craft exceptional products and experiences that reflect the Group's commitment to excellence, sustainability and culture. This vision is expressed in our signature: Creativity is our Legacy. In 2024, Kering employed 47,000 people and generated revenue of €17.2 billion.

Job Description: We are currently seeking an "E-Commerce Service Management Analyst" to join our team.

Your Opportunity: As an E-Commerce Service Management Analyst, you'll lead the rollout and upkeep of a centralized monitoring and alerting system that helps the team spot and resolve issues across both the front-end and back-end of our e-commerce platform. You'll also own the analysis of our Quality of Service (QoS) for ticket handling, driving process improvements and defining new ways of working.

How You Will Contribute:

Audit all existing monitoring tools to assess which to keep, retire, or improve

• Review current thresholds and alert frequencies to enhance performance
• Create new alerts based on analysis of past incidents
• Define clear processes for alert analysis, ticket creation, and resolution follow-up in coordination with technical teams and run coordinators
• Identify recurring incident root causes or factors impacting QoS

Assess potential new solutions/tools/providers to build a centralized alerting system

• Research innovative solutions in the luxury sector and beyond, and benchmark industry competitors
• Meet and interview providers to determine the best centralized solution
• Build and present a strong business case

Create and maintain dashboards related to ticket management QoS

• Develop dashboards and analyze data for quality scorecards: SLA, ticket backlog, regressions, response quality, etc.
• Work closely with the Service Performance team to continuously enhance data quality
• Propose corrective actions, knowledge transfer plans, and new processes to improve service across both L2 and L3

Handle performance communication with stakeholders

• Present KPIs to Kering Houses and key stakeholders during weekly or monthly committees
• Communicate progress and actions following the deployment of new alerting tools and the analysis of quality scorecards

Who You Are:

Minimum 3 years' experience in digital/IT, ideally as a Data Analyst or Web Analyst
Ability to understand complex IT architectures and process flows
Fluent in English and French

Technical Skills:

• BI tools (Power BI, Tableau, or other data visualization platforms)
• SQL
• Python/R for data analysis is a strong plus
• Digital analytics platforms (e.g., Google Analytics)
• BigQuery
• Looker Studio
• Excel
• Strong analytical and problem-solving skills, with high adaptability
• Basic knowledge of an OMS (Manhattan) and/or CMS (SFCC/Headless) is a plus

Personal Skills:

• Solid understanding of digital business models; project-management mindset
• Excellent listener with strong diplomacy; able to interact with diverse stakeholders and translate technical concepts into meaningful insights for non-technical audiences
• Ability to identify business challenges and recommend data-driven solutions
• Strong cross-functional collaboration skills to work effectively with tech, product, and performance teams

Why Work With Us?

You will report directly to the Head of E-Commerce Service Management and work closely with IT Run, Kering Houses, Customer Service, Finance, Legal, Operations, regional teams, and Product teams. Your work will have a direct impact on the e-commerce performance of major luxury Houses such as Saint Laurent, Balenciaga, and Bottega Veneta.

Kering is committed to diversity and inclusion and to providing equal opportunities in employment. We believe diversity in all its forms – disability, age, color, ancestry, sex, national origin, sexual orientation, age, citizenship, marital status, gender identity, religion – enriches the workplace. It opens opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer, we welcome and consider applications from all qualified candidates, regardless of their background.