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Salary: USD 135,000 - 150,000 / annual
KHAITE is a luxury womenswear and accessories brand founded in 2016 by creative director Catherine Holstein. The company is known for pieces that balance opposing elements—masculine and feminine, strength and softness, structure and fluidity—distinguished by exceptional materials, craftsmanship, and subtle yet striking details.
We are seeking a Director, Client Services to lead the evolution of KHAITE's Client Services function from its current state into a scalable, sophisticated, globally capable organization. This is both a strategic and hands-on leadership role based at the NYC headquarters.
The Director will be responsible for:
**Client Services Leadership**: Lead and develop the existing Client Services team while defining the longer-term operating model required to support growth across ecommerce, international business, and DTC channels. Develop a phased roadmap for team structure, hours of coverage, geographic support, staffing models, and specialist capabilities. Build scalable processes, establish clear service standards and escalation frameworks, and ensure the team remains agile while introducing greater structure and accountability.
**Luxury Client Experience & Service Standards**: Define what exceptional Client Services means for KHAITE and translate that into clear standards and behaviors. Ensure client interactions are warm, knowledgeable, and reflective of the brand. Develop service principles that differentiate between routine support and situations requiring elevated, personalized intervention. Build effective escalation paths for complex or high-value situations and partner across the organization to ensure consistency across ecommerce, stores, personal shopping, and other touchpoints.
**Technology, Tools & Automation**: Define the technology roadmap for the future Client Services organization. Assess existing platforms, workflows, and tools; identify where investment or redesign is needed. Evaluate automation, AI, and self-service opportunities to improve response times, consistency, and productivity. Partner with Digital, Technology, and Operations teams on case management, routing, knowledge management, and advisor workflows.
**Channels & Coverage Strategy**: Assess how clients want to engage and determine the appropriate future channel mix (email, phone, chat, SMS, messaging platforms, emerging channels). Define service-level expectations by channel and evaluate how to provide broader coverage as the international business grows. Develop flexible approaches to peak demand around launches, holidays, and promotions.
**Clienteling & Commercial Development**: Progressively develop Client Services from a reactive service function into one capable of recognizing and supporting commercial opportunities. Build advisor confidence in understanding client history, purchase intent, and product needs. Introduce relevant product discovery and recommendation behaviors. Partner with Personal Shopping to identify and transition high-potential clients into dedicated selling relationships. Develop commercial KPIs as capabilities mature.
**Team Development & Organizational Design**: Coach and develop the existing team while building capabilities for the next stage of growth. Build training across luxury service, product knowledge, communication, systems, and clienteling. Establish clear performance expectations spanning quality, productivity, client satisfaction, and appropriate commercial contribution.
**Client Insights & Cross-Functional Partnership**: Act as a strong voice of the client internally, identifying friction points, feedback, and emerging service needs. Partner closely with Ecommerce, Retail, Personal Shopping, CRM, Logistics, Technology, and Operations to improve the end-to-end client journey. Use service interactions to identify systemic opportunities and surface trends in product questions, delivery issues, returns, fit, inventory, and digital experience.
**REQUIREMENTS**
- Significant experience in Client Services, Customer Experience, Ecommerce Service, or related functions within luxury fashion, luxury retail, or another high-touch consumer environment
- Experience leading and developing client-facing teams in a growing organization
- Demonstrated ability to build, redesign, or scale service operations
- Strong understanding of luxury service expectations and judgment required when working with high-value clients
- Experience assessing and improving service platforms, workflows, processes, and operating models
- Practical understanding of automation, AI, and self-service opportunities within Client Services
- Experience with workforce planning, service levels, quality management, and capacity planning
- Exposure to different staffing models (outsourced, offshore, temporary, geographically distributed teams) with ability to determine when and how to introduce them
- Strong understanding of ecommerce and operational issues that shape the digital client experience
- Experience introducing clienteling, product recommendation, proactive service, or other commercially oriented behaviors (highly desirable)
- Highly analytical and comfortable using data to diagnose issues and shape investment decisions
- Strong cross-functional operator able to work effectively across Ecommerce, Retail, Technology, Operations, Logistics, and CRM
- Excellent people leader who can develop an existing team while building the organization required for the future
- Comfortable operating both strategically and hands-on within a lean, fast-growing environment
