Telefónica Spain has approved a broad reorganization of its top management, to advance its transformation and diversification. The company, under the direction of Emilio Gayo, wants to adapt its organizational model in order to promote and capture growth opportunities. With this objective, the operator has organized its business into six large areas: B2B, B2C, Wholesale, Vertical, Audiovisual and ORTI (Operations, Network and IT). In addition, a cross-cutting Customer Experience and Quality department has been set up.

In this way, the company integrates business and residential activities in the B2C area and creates two new ones, one for vertical businesses and the other for wholesalers. Emilio Gayo, president of Telefónica Spain, has promoted this new structure and, with it, a new organizational model in which Óscar Candiles, current director of Strategy and Wholesale, takes command of the B2C area (residential), José Manuel Casas, director of the Eastern Territory, assumes the Vertical area, and Marisa de Urquía, current director of Transformation, the Wholesale area. All business areas are under the direction of the CEO of Telefónica Spain, Sergio Oslé.

The B2C area (residential customers), which will be led by Oscar Candiles, a veteran of the company, will manage everything related to residential customers, both channels such as sales, service, commercial offers or marketing.

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.

Pedro Serrahima will direct Customer experience and quality. This transversal area will strengthen the relationship with customers through the definition and implementation of quality policies. According to the operator, the goal should be to continue strengthening the company as a benchmark in this regard.

Telefónica Spain has indicated that it also wants to strengthen the area of ​​Operations, Network and Information Technology (ORTI) as it is key in serving businesses. This direction continues under the direction of Joaquín Mata, another veteran of the company, 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. This area will also reinforce its evolution towards a model focused on the end customer, both internal and external.

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, which come together in a single direction; Finance and Management Control; Security; People and Communication.

This new structure includes the appointment of Luis Rivera as CEO of the fiberco, which, together with Sergio Oslé and the support areas, will report, as at present, to Emilio Gayo, who by assuming control of the aforementioned fiber vehicle reinforces Telefónica Spain. Until now, Rivera was responsible for Corporate Strategy, within the Mark Evans division.

The manager explains that “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 adds that “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”.

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