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 & Responsibilities 1. 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