KERING E Commerce Service Management Data Analyst

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, 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.

Do you have experience in Tableau?, 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

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. A propos de Kering Groupe de luxe mondial né d'une histoire familiale et entrepreneuriale, Kering réunit un ensemble de Maisons reconnues pour leur créativité en matière de couture et de prêt-àporter, de maroquinerie, de joaillerie, de lunetterie et de beauté : Gucci, Saint Laurent, Bottega Veneta, Balenciaga, McQueen, Brioni, Boucheron, Pomellato, Dodo, Qeelin, Ginori 1735, ainsi que Kering Eyewear et Kering Beauté. Inspirées par leur histoire et par leur patrimoine, les Maisons du Groupe conçoivent et façonnent des produits et des expériences d'exception qui reflètent l'engagement de Kering pour l'excellence, le développement durable et la culture. Cette vision s'incarne dans la signature du Groupe : Creativity is our Legacy. Comptant 47 000 collaborateurs, Kering a réalisé un chiffre d'affaires de 17,2 milliards d'euros en 2024.