SEATTLE _ It's hard to make an impact at Starbucks' annual shareholders meetings, where the charismatic Howard Schultz holds forth and a surprise musical guest entertains an audience of thousands.
But Lucy Helm, the company's former top attorney who last month became its human-resources head, did just that this past spring.
Taking the stage in March after Schultz had given his last presentation as company CEO _ he's now executive chairman _ and singer-songwriter Leon Bridges had performed, Helm managed to get the audience laughing at the most mundane of meeting items.
"I realize in my heart of hearts, that this is the part of the meeting that you value the most, anxiously considering the results of your shareholder vote on the proposals in the proxy statement," she said, before riffing on her nervousness in reading important results after recent snafus by presenters at the Oscars and Miss Universe pageant.
"So, you guys," she said, holding up a smartphone, "if I get anything wrong, texting seems to be working, and I think tweeting is big in the administration right now, so please _ let me know and I won't embarrass myself."
That warm, down-to-earth persona should serve Helm well as she takes on the position of "chief partner officer" _ Starbucks uses the term "partner" rather than "employee" _ heading human resources for a company that employs 330,000 people worldwide.
Her appointment comes at a key time as the company faces major challenges including slowing sales growth that has disappointed some Wall Street investors. Traffic at U.S. stores grew just 1 percent in the most recent quarter after two quarters in which it was flat.
Some employees, meanwhile, have complained about persistent store understaffing and inequities in the company's new parental-leave policy.
Kevin Johnson, who succeeded Schultz as CEO in April, has reportedly made a push for baristas to form better emotional connections with customers _ a move that angered some who say it puts a greater burden on already overworked baristas.
In appointing Helm, 60, to her new position, Johnson said she is "ideal for this role," citing her comprehensive understanding of Starbucks' culture and operations gained over 18 years at the company, her advocacy for diversity and her passion for supporting employees.
"Lucy also is a leader who listens, and she comes to her new role with deep connections to partners in the field, at the support center, and in our plants," he said.
