Job Description

Location: New Delhi

n

Function: Gifting Concierge & Customer Experience

n

Reporting to: Business Head – Gifting & B2B

n

Working Days: 6 days a week with a rotational weekly off

n

n

Step Into the World of Nicobar

n

Nicobar is a modern, mindful, design-led lifestyle brand from India. We’re reimagining a contemporary Indian way of living, dressing, and looking at the world—rooted in culture, shaped by design, and guided by intention.

n

At Nicobar, we believe in culture as much as commerce, and that how we build is just as important as what we build.

n

n

About the Role:

n

The Gifting Concierge Lead will own Nicobar’s most personalized and premium gifting experience.

n

This is a customer-facing leadership role for someone who understands that outstanding service is about more than responding to enquiries—it’s about understanding the customer, anticipating their needs, curating thoughtfully, and creating a seamless experience from the first conversation to the final delivery.

n

You will lead the concierge journey end-to-end while also coaching the team, driving business outcomes, and continuously improving how the service operates.

n

n

What You’ll Do

n

n
- Own the complete gifting concierge journey—from the first enquiry through recipient profiling, gifting curation, order management, delivery, and follow-up.
n
- Lead, mentor, and coach the concierge team while maintaining high standards of service, response time, and customer experience.
n
- Personally engage with customers, understand their needs and preferences, and step in to support the team when required.
n
- Drive key business metrics including conversion, average order value, revenue, and customer satisfaction .
n




- Identify opportunities to improve the customer journey and make the gifting experience more personalized and seamless.
n
- Support the development and improvement of SOPs, workflows, and service standards to build a scalable concierge model.
n
- Understand how customer behaviour and gifting needs evolve through different periods of the year and adapt the service accordingly.
n
- Use technology, systems, automation, and AI-enabled tools to improve efficiency and elevate the customer experience.
n

n

n

We’re looking for someone who:

n

n
- Has a strong customer-first mindset and genuinely enjoys creating memorable customer experiences.
n
- Has experience leading or managing a customer-facing team or function.
n
- Is comfortable balancing customer experience with commercial outcomes .
n
- Has strong communication, relationship-building, and problem-solving skills.
n
- Is highly organised and detail-oriented, with the ability to manage multiple customer journeys simultaneously.
n
- Is adaptable, curious, and comfortable working in a fast-moving environment.
n
- Thinks in systems and processes, and looks for ways to make operations more efficient and scalable.
n
- Is comfortable using technology, automation, CRM or other digital tools to improve customer experience.
n

n

n

The Nicobar Spark

n

Customer First: Passionate about creating memorable experiences and building lasting relationships.

n

Fast Learner & Adaptable: Thrives in dynamic environments and evolving customer needs.

n

Systems Thinker & AI-Enabled Operator: Uses technology, processes, and automation to improve customer experience.

n

Why Nicobar?

n

If you’re drawn to thoughtful design, a youthful and nourishing team culture, and the opportunity to build a premium customer experience function for a brand with heart—we’d love to hear from you.

n

Location: New Delhi

n

Join us in creating gifting experiences that people remember.

📌 Gifting Concierge Lead (New Delhi)
🏢 Nicobar Design
📍 New Delhi