FASHION important and the first is the Business Relationship Manager . This is the liaison between IT and the customer , the brand . So it ’ s a person that is very senior in IT technology who has also worked in operations before , whether that ’ s manufacturing , finance , HR or logistics . But they transitioned at some point in their career into technology and now they understand technology . So they can speak the two languages . They can also relate easily to our stakeholders and the needs they have from a business perspective .” Such a multi-skilled person has not been easy for Montoya to find , not least because it is the first time such a position has existed within
Kering . He adds : “ The first Business Relationship Manager was going to break ground so it was very important , very essential for the success of these roles to get it right the first time .”
The second new role Montoya created was the IT Store Operations Manager , who needed to have a thorough understanding of the IT needs of Kering ’ s stores . “ This is an IT operational manager role because a lot of Kering ’ s business is done in stores so I needed to have someone that was like the voice of the store within IT . Someone that will spend a lot of time at the store , that will understand what are the challenges from a technology perspective .” The stores
Now we offer three different languages – English , Spanish and Portuguese – so people who were not able to call the helpdesk before because they felt a little challenged or afraid of calling and having to speak in English , now they can call and speak in their own language
www . kering . com 43