Customer Service Manager

tipple works co. · Mumbai, India

Location: Mumbai

Experience: 3–4 years

Employment Type: Full-time

Openings: 2

Tipple Works Co. is a creative-first, full-stack marketing agency working across Alco-Bev, F&B, Hospitality, Lifestyle and other consumer brands.

We work across brand strategy, creative branding & design, social media, content, influencer marketing, performance marketing, GTM strategy, events and more .

We’re looking for two Account Managers to take ownership of key client accounts while also working across exciting one-time projects in different categories.

The role and responsibilities are the same for both positions. The primary difference is the portfolio of brands and industry experience preferred .

This role will primarily manage Alco-Bev retainer brands , including:

• A leading wine brand
• A leading vodka brand
• Additional one-time projects across different industries and categories

Experience working with Alco-Bev brands, particularly wine or spirits , will be strongly preferred.

An understanding of the category, its consumers, communication nuances, regulatory considerations and the overall lifestyle marketing ecosystem will be an advantage.

This role will primarily manage:

• A large F&B / Foods brand with products across chocolates, spices, sauces & dips
• An international camera brand
• Additional one-time projects across different industries and categories

Experience working with F&B, FMCG, food or consumer brands will be strongly preferred.

Experience with consumer technology, electronics or camera brands will be an added advantage.

An understanding of consumer marketing, product-led communication and multi-category portfolios will be valuable.

As an Account Manager, you will be the bridge between our clients and internal teams — ensuring that briefs are understood, work is moving, timelines are met, scope is controlled and clients have a seamless experience working with Tipple Works.

This is a hands-on role for someone who is organised, commercially aware, a strong communicator and understands how a full-stack marketing agency operates .

You should be comfortable moving between a client meeting, an internal briefing, a content calendar, a presentation and a quick content shoot.

• Act as the primary point of contact for assigned clients.
• Build strong, professional relationships with clients and become a trusted partner.
• Understand client requirements, business objectives, expectations and priorities.
• Translate client requirements into clear, actionable internal briefs.
• Manage day-to-day communication and ensure timely responses.
• Proactively identify potential issues and resolve them before they become problems.
• Keep clients updated on project status, timelines and next steps.
• Understand the client’s category, competition and business context.

• Own and manage timelines across multiple projects and accounts.
• Coordinate with creative, strategy, social media, influencer, performance, production and other internal teams.
• Follow up with teams to ensure deliverables are completed on time.
• Maintain clear task trackers and project status updates.
• Identify bottlenecks and escalate issues when required.
• Ensure deadlines committed to clients are realistic and met.
• Coordinate multiple projects running simultaneously without losing attention to detail.

• Keep a close watch on the scope of work for every account.
• Ensure client requests are aligned with agreed deliverables and timelines.
• Identify and flag scope creep proactively.
• Coordinate with leadership on additional commercials wherever required.
• Understand the relationship between resources, timelines, deliverables and commercials.
• Help ensure accounts remain commercially healthy.

You should have a working understanding of the key functions within a modern marketing agency, including:

• Brand strategy & marketing strategy
• Creative branding & identity
• Creative design
• Social media
• Content
• Influencer marketing
• Performance marketing
• GTM campaigns
• Events & activations

You don’t need to be an expert in every function — but you should understand what each team does, what good output looks like and how these functions work together to solve a client’s business problem.

• Understand social media platforms, formats, trends and basic algorithms.
• Develop monthly social media content calendars based on the brand’s voice, objectives and content pillars.
• Write or contribute to captions, post ideas and content directions.
• Use scheduling and publishing tools to plan and publish content.
• Track basic content performance and identify opportunities for improvement.
• Stay updated on social media trends and platform changes.

• Be comfortable creating basic content using a phone when required.
• Capture simple product, lifestyle or behind-the-scenes content.
• Make basic edits using Canva and other mobile/content editing apps .
• Be able to turn around simple social content without always relying on the design team.
• Understand basic visual and content principles.

• Create clear, structured and compelling client decks.
• Develop presentations for campaigns, proposals, monthly reports, strategy presentations and client reviews .
• Organise information into a clear narrative.
• Ensure decks are client-ready in terms of both content and presentation.

• Be an excellent note-taker .
• Capture key decisions, action items, owners and deadlines during meetings.
• Prepare and circulate clear MoMs promptly.
• Maintain proper documentation across projects.
• Ensure internal teams have all the context required to execute effectively.

• Use AI tools intelligently to improve speed, quality and efficiency.
• Use AI for research, brainstorming, content development, organisation, presentations and other relevant tasks.
• Continuously explore tools and workflows that can improve agency productivity.
• Know when AI can accelerate work and when human judgement is essential.

• 3–4 years of professional experience , preferably within a creative, digital, advertising or integrated marketing agency.
• Strong client servicing and project management experience.
• Excellent verbal and written communication skills.
• Strong organisational, follow-up and problem-solving skills.
• Ability to manage multiple accounts, projects and stakeholders simultaneously.
• Good understanding of how a full-stack marketing agency operates.
• Strong understanding of social media and content.
• Ability to create content calendars and manage social media publishing.
• Comfortable creating client decks and presentations.
• Excellent note-taking and documentation skills.
• Basic proficiency with Canva and mobile content creation/editing tools.
• Comfortable using AI tools intelligently in day-to-day work.
• Strong attention to detail and ownership mindset.
• Ability to work in a fast-paced environment where priorities can change quickly.

Preferred: Prior experience with Alco-Bev brands , particularly wine, vodka, spirits or other beverage brands.

Preferred: Prior experience with F&B/FMCG/food brands , particularly chocolates, spices, sauces, dips or other packaged consumer products.

Added advantage: Experience working with consumer technology, electronics or camera brands.

• You are the person who always knows what is happening, what’s due next and who is responsible for it .
• You can handle clients confidently without overpromising internally.
• You don’t just forward client messages — you understand the requirement and translate it into an actionable brief.
• You can spot scope creep before it becomes a problem.
• You understand that great client servicing is about anticipating needs, not just responding to requests .
• You can comfortably speak to a designer, performance marketer, influencer manager, strategist and client — and understand all five conversations.
• You can get your hands dirty and create a quick piece of content yourself when required.
• You are organised but also creative, proactive and solution-oriented.
• You take ownership rather than waiting to be told what to do.
• You are curious about the businesses and categories you work on, rather than treating clients as just a list of deliverables.

Success in this role means:

Happy clients → Clear briefs → Aligned teams → Tight timelines → Scope discipline → Better execution → Stronger accounts

We want Account Managers who can bring structure without slowing creativity down , understand the client’s business and become dependable owners for both the client and the internal team.

Please share your CV along with 1–2 examples of accounts/projects you have managed , including:

• The brand/category
• Your role
• Scope of work
• Teams/functions you coordinated with
• One challenge you solved or project you are particularly proud of