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
- Robust 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

📌 CRM Manager (Chennai)
🏢 Ek Infra Structure Private
📍 Chennai