CRM Manager

CRM Manager – EK Homes (Real Estate)Experience: 7–10 years | Reports to: Director / Sales Head

Role SummaryThe CRM Manager owns the entire post-booking customer journey, from booking to registration and handover. The role covers communication, customer records, payment collection and keeping customers satisfied, including difficult ones.

Key Roles & Responsibilities1. Customer Handling & Relationship Management

• Be the single point of contact for all booked customers
• Handle queries, complaints and escalations quickly and professionally
• Keep customers regularly updated on construction progress, documentation and payment schedules
• Manage upset or aggressive customers calmly and find workable solutions
• Build trust so customers give referrals and repeat business

2. Communication

• Proactive calls, WhatsApp and email updates at each milestone
• Send demand letters, reminders, welcome kits and registration notices on time
• Coordinate between customer, sales, legal, accounts and site teams
• Keep all communication clear, polite and documented

3. Customer Records & Documentation (Critical)

• Maintain accurate CRM data: KYC, booking forms, agreements, payment history, correspondence
• Update the CRM daily with call logs, follow-ups and status
• Make sure every customer file is complete and audit-ready
• Prepare periodic MIS reports for management

4. Collection & Payment Follow-up (Critical)

• Track payment schedules and raise demand notes on time
• Follow up on dues and overdue payments consistently
• Achieve monthly collection targets
• Coordinate with accounts for receipts, reconciliation and statements
• Escalate long-pending defaults with a recovery plan

5. Registration & Handover

• Coordinate sale deed registration, including documents, stamp duty and appointments
• Guide customers through the whole registration process
• Coordinate loan and bank formalities for home-loan customers
• Manage possession and handover with proper checklists

6. Team Management

• Lead and train CRM executives
• Set targets, review performance and ensure SOP compliance
• Incentive₹3,000 per registration completed (in addition to fixed salary)
• Required Skills7–10 years in CRM / customer relations, ideally real estate
• Strong communication in English, Tamil and Hindi (as needed)
• Good knowledge of registration, RERA, home loans and documentation
• CRM software and MS Excel proficiency
• Patience, empathy, negotiation and problem-solving