Sapna Jha
@sapnajha1
I lead real estate CRM strategy, post-sales governance, and customer experience transformation.
United Arab EmiratesWhat I'm looking for
At Sobha Realty in Dubai, I lead post-sales CRM governance across handovers, NPS strategy, process excellence, digital enablement, and operational risk control.
I've built my real estate CRM career across Sobha Realty, Godrej Properties, and L&T Realty, managing end-to-end customer journeys, documentation, collections, escalations, and cross-functional coordination. I work with Sales, Projects, Finance, Legal, Marketing, and Contact Centre teams to resolve systemic issues, strengthen compliance, and protect customer trust.
I bring a structured, data-driven approach to customer excellence—turning NPS and DSAT insights into action, building accountable service frameworks, and developing teams that deliver consistent customer experiences.
Experience
Work history, roles, and key accomplishments
As a Manager in CRM , I lead the strategic governance of the post-sales customer lifecycle, aligning operational execution with broader business performance objectives.
My focus goes beyond service delivery — I drive structured transformation across handover governance, NPS strategy, process excellence, and digital enablement. I partner cross-functionally with Sales, Projects, Finance, Legal, and
Strategic Leadership: Developing and implementing CRM strategies that align with organizational objectives and foster long-term customer relationships.
Customer Satisfaction: Designing and executing customer-centric initiatives to address feedback, improve experiences, and exceed expectations, resulting in increased satisfaction and loyalty.
Process Governance and Efficiency: Establishing robust
Managed CRM responsibilities with focus on communication, business management, and building strong relationships.
Responsible for end to end customer relationship journey & NPS (managing all aspects of after sales relationship post the booking stage through ensuring timely sale related documentation, collections and resolution of customer issues)
Ensure adherence to internally defined Sops and timelines.
Responsible for meeting collection targets.
Monitor the daily grievances and escalations received from th
To ensure best customer service and relationship through the entire cycle of the customer
with the company.
To ensure proper coordination with the sales, marketing and finance team in order to
smoothen the process.
Coordination with the technical team and proper technical knowledge in order to update
the customers with the same.
To be completely abreast with the product knowledge &
To ensure best customer service and relationship through the entire cycle of the customer
with the company.
To ensure proper coordination with the sales, marketing and finance team in order to
smoothen the process.
Coordination with the technical team and proper technical knowledge in order to update
the customers with the same.
To be completely abreast with the product knowledge &
Education
Degrees, certifications, and relevant coursework
Trailhead by Salesforce
IBS Mumbai
Master of Business Administration (M.B.A.), Marketing and Human Resources
2016 - 2018
IBS Mumbai
Master of Business Administration, Marketing and Human Resources
2016 - 2018
Pursued a Master of Business Administration with a focus on Marketing and Human Resources.
Gayatri Vidya Parishad College for Degree & PG courses (A)
Bachelor of Technology (BTech), Mechanical Engineering
2012 - 2016
Gayatri Vidya Parishad College for Degree & PG Courses (A)
Bachelor of Technology, Mechanical Engineering
2012 - 2016
Earned a Bachelor of Technology in Mechanical Engineering.
Trailhead by Salesforce
Certification, Salesforce
Completed Salesforce training modules.
Tech stack
Software and tools used professionally
Availability
Location
United Arab EmiratesAuthorized to work in
Job categories
Skills
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