Sheena Kotecha brings more than 15 years of experience across commercial operations and customer service.

ERA’s new Customer Service and Internal Sales Director has stressed the importance of taking a customer first approach into 2026 as she moves into the role.

Sheena Kotecha, who brings more than 15 years of experience across commercial operations and customer success, working across UK, UAE and global markets, has taken on the position following the brand’s acquisition by Quanex. As part of the Hardware Solutions division, ERA, alongside Zoo, Giesse and Reguitti, unites globally recognised brands within the Quanex group.

Kotecha’s career has seen her lead large operational and customer-facing teams, specialising in transforming customer operations while optimising service processes and improving efficiency, retention and customer satisfaction.

Her focus for the ERA product brand will be on ensuring the highest levels of customer satisfaction across the board, based on reviewing processes and implementing wider business plans to the benefit of customers.

Kotecha said: “It’s more important than ever to put the customer at the heart of your decision-making process. Our customers need our support in more ways than ever before and this presents us with an amazing opportunity to do things differently, in a way that allows us to stand out from the rest.

“Combining commercial ambition with customer-centric delivery is something I am proud to have built a track record for and at ERA, we have a commitment to ensuring we are always doing the utmost to be at the top of our game on both counts."