Gifting Concierge Lead

Location:

New Delhi
Function:  Gifting Concierge & Customer Experience
Reporting to:  Business Head – Gifting & B2B
Working Days:  6 days a week with a rotational weekly off

Step Into the World of Nicobar
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.
At Nicobar, we believe in culture as much as commerce, and that how we build is just as important as what we build.

About the Role:

The  Gifting Concierge Lead  will own Nicobar’s most personalized and premium gifting experience.
This is a customer-facing leadership role for someone who understands that great 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.
You will lead the concierge journey end-to-end while also coaching the team, driving business outcomes, and continuously improving how the service operates.

What You’ll Do
Own the complete gifting concierge journey—from the first enquiry through recipient profiling, gifting curation, order management, delivery, and follow-up.
Lead, mentor, and coach the concierge team while maintaining high standards of service, response time, and customer experience.
Personally engage with customers, understand their needs and preferences, and step in to support the team when required.
Drive key business metrics including  conversion, average order value, revenue, and customer satisfaction .
Identify opportunities to improve the customer journey and make the gifting experience more personalized and seamless.
Support the development and improvement of  SOPs, workflows, and service standards  to build a scalable concierge model.
Understand how customer behaviour and gifting needs evolve through different periods of the year and adapt the service accordingly.
Use technology, systems, automation, and AI-enabled tools to improve efficiency and elevate the customer experience.

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

The Nicobar Spark
Customer First:  Passionate about creating memorable experiences and building lasting relationships.
Fast Learner & Adaptable:  Thrives in dynamic environments and evolving customer needs.
Systems Thinker & AI-Enabled Operator:  Uses technology, processes, and automation to improve customer experience.
Why Nicobar?
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.

Location:

New Delhi
Join us in creating gifting experiences that people remember.