Telefónica Spain has approved a broad reorganization of its organizational chart, which is divided into six major business areas, including the creation of two new divisions: the Wholesale business, to provide service to other operators, and the Vertical division, which will group together the diversification businesses outside the main telecommunications such as alarms, telehealth or energy.
The company, under the direction of Emilio Gayo, justifies the new organizational model to promote and capture growth opportunities. With this objective, the operator has organized its business into six large areas: B2B (companies and public administrations), B2C (residential), Wholesale, Vertical, Audiovisual and ORTI (Operations, Network and Information Technology). In addition, a cross-cutting Customer Experience and Quality department has been set up.
Óscar Candiles, current director of Strategy and Wholesale, takes command of the B2C (residential) area; José Manuel Casas, director of the Eastern Territory, assumes the area of Verticals, and Marisa de Urquía, current director of Transformation, will direct the Wholesale business. All business areas are under the direction of the CEO of Telefónica Spain, Sergio Oslé.
Pedro Serrahíma, current CEO of O2, will be in charge of Customer Experience and Quality, a transversal area for all divisions, which aims to strengthen the relationship with customers by defining and implementing quality policies, taking advantage of the good performance had the O2 brand within Telefónica’s portfolio, characterized by its simple rates and a friendly relationship with the subscriber, who is never bothered with promotions or advertising.
The B2C area (residential customers), which will be led by Oscar Candiles, will manage everything related to residential customers, both channels such as sales, service, commercial offers or marketing, and will assume the management of O2.
He knows in depth all the sides of the coin.
As for the Vertical Business area, it will focus on Movistar Prosegur Alarmas (MPA), eHealth, Energy and Financial Services. In addition, this department will coordinate all the vertical businesses that are included in the commercial offer to clients and companies. This area will be led by the current territorial director of the Eastern zone (Catalonia, Aragon, the Balearic Islands, the Valencian Community and Murcia) José Manuel Casas, who will combine both tasks as vertical business director and territorial director.
The other newly created area, Wholesale Business, will be headed by Marisa de Urquía and will manage the marketing and engineering of customers and wholesale operations. Adrián García Nevado continues to lead B2B (business clients and public administrations) and Cristina Burzako as CEO of Movistar Plus+, in the Audiovisual area.
Telefónica Spain also wants to strengthen the Operations, Network and Information Technology (ORTI) area as it is key in serving businesses. This direction continues under the direction of Joaquín Mata and will focus on automation, the use of technology as a lever for transformation and the efficiency of all the company’s processes and businesses, among other aspects.
The territorial structure, with its five territories, East (Catalonia, the Balearic Islands, the Valencian Community, Aragon and Murcia), North (Galicia, Asturias, Cantabria and the Basque Country), Center (Castilla León, Castilla La Mancha and Madrid), South (Andalusia , Extremadura, Ceuta and Melilla) and the Canary Islands, is organized and promoted to have two major responsibilities, that of the business of companies, under the business area (B2B) and that of institutional aspects, for which they will report to the CEO Sergio Oslé .
Together with the six business departments, the management committee will continue to be made up of the support areas: General Secretariat and Regulation; Strategy, Transformation and M&A; Finance and Management Control; Security; People and Communication. This new structure includes the appointment of Luis Rivera as CEO of the FiberCo, the new investment vehicle announced last February, whose objectives include reaching coverage of more than five million homes with a fiber optic network in rural areas. This company, together with Sergio Oslé and the support areas, will report, as at present, to the president of Telefónica Spain, Emilio Gayo.
“This new structure is designed to, among other aspects, increase agility, improve the efficiency of operations and focus even more on the customer, both residential and business”, Gayo assured. “Telefónica España places customer management, both technically and relationally, at the center of all our operations and we establish it as the key differentiation lever. With this structure we put an even greater focus on quality, policies and processes to reinforce their trust and satisfaction”, he added.