Mr. Frank Schlöder, based in Mumbai, is the Managing Director at Häfele India Private Limited, with all of South Asia under his purview. Schlöder brings experience from previous roles at Indo-German Chamber of Commerce, BMW Group and BMW Group France. With a 1993 - 1999 Business graduate in International studies of Business Administration from the University of Münster, Schlöeder has hoisted the Häfele flag firmly in the South Asian regions. Here, Mr. Schlöeder discusses issues pertaining to the furniture hardware industry in India, as well as Häfele’s plans for the future.

1. Coming from BMW's luxury automotive sector to Häfele's home solutions space, what unique perspectives do you bring to shape Häfele's future in South Asia?

A. It has been an exciting transition. After spending many years in the automotive industry, particularly with BMW, moving to home interiors has been a significant shift. While the industries are different, they share similarities, especially in catering to a premium market. Häfele has successfully established itself as a lifestyle brand, and my journey here has been very fulfilling.

My automotive experience reinforces that luxury is about the entire experience—brand perception, service excellence, and innovation. At Häfele, I see an opportunity to integrate these principles, ensuring customers experience seamless functionality, premium design, and world-class service.

2. How do you plan to leverage your experience in brand management and digitization to enhance Häfele's customer experience?

A. Brand management today is deeply intertwined with digital transformation. My focus is on strengthening our digital presence through intuitive online platforms and data-driven customer engagement. Digitization will improve service delivery, ensuring real-time solutions and proactive support.

3. You've mentioned that business processes should pivot around the customer. Could you share specific initiatives you're planning to strengthen Häfele's customer-centric approach?

A. A customer-centric approach requires a mix of innovation, service, and responsiveness. Some key initiatives include:

• Expanding our Service+ program, Häfele's enhanced after-sales service initiative
• Enhancing training programs for partners, designers, and carpenters
• Strengthening direct consumer engagement channels, especially for appliances and locks

To view the entire article Click Here