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Salary: USD 125,000 - 145,000 / annual
KHAITE is a luxury womenswear and accessories brand founded in 2016 by creative director Catherine Holstein. The company is based in New York and known for pieces that balance opposing elements—masculine and feminine, strength and softness, structure and fluidity—with signature sensuality and ease.
We are seeking a Director, Personal Shopping to lead and scale Personal Shopping as a high-touch commercial channel within the digital business. This role will be based at the NYC headquarters and will report into the digital commercial function.
The Director will lead and develop the Personal Shopping team, establish a rigorous commercial operating model, and build best-in-class remote selling and clienteling practices designed to increase conversion, retention, and lifetime value among KHAITE's highest-potential clients. The successful candidate will bring deep expertise in digital luxury selling, meaningful experience leading a high-performing Personal Shopping or remote selling team, and a personally developed book of high-value clients.
Key responsibilities include:
**Commercial Ownership & Growth:** Own the strategy, revenue growth, and commercial performance of the Personal Shopping channel. Build Personal Shopping into a meaningful contributor to ecommerce and broader DTC growth. Establish annual and monthly revenue targets, advisor productivity goals, and key commercial KPIs. Develop strategies across client acquisition, activation, conversion, repeat purchase, retention, and lifetime value. Identify opportunities within the existing digital customer base to graduate high-potential clients into Personal Shopping relationships. Maintain rigorous visibility into channel performance and regularly review business performance to identify opportunities for improvement.
**Digital Personal Shopping & Remote Selling:** Establish best-in-class digital selling practices across WhatsApp, SMS, email, video appointments, digital lookbooks, and other remote clienteling tools. Build structured outreach strategies that balance proactive selling with highly personalized relationship management. Define clienteling cadences around new client activation, product launches, seasonal moments, replenishment, special occasions, and re-engagement. Partner with Digital Product, CRM, and Client Services on technology and tooling required to support sophisticated remote selling. Identify opportunities to automate or systematize administrative work so advisors can maximize client-facing and selling time.
**Team Leadership:** Lead, coach, and develop the Personal Shopping team, creating a highly commercial, accountable, and client-focused culture. Set clear individual expectations across revenue, outreach, conversion, retention, and client development. Establish disciplined pipeline management and regular client book reviews. Coach advisors on prospecting, relationship development, cross-selling, follow-up, and closing. Recruit and develop sellers who combine strong digital fluency with exceptional luxury service instincts. Build the organizational structure, processes, and capabilities required as the Personal Shopping business scales.
**Client Book & Acquisition:** Bring an established network of luxury clients and a demonstrated history of originating and growing meaningful client relationships. Personally support major commercial opportunities, key appointments, complex requests, and significant relationship moments. Drive HNW client acquisition through networking opportunities and key relationships. Act as a senior escalation point for KHAITE's top Personal Shopping clients.
**Full DTC Partnership:** Operate Personal Shopping as part of one connected DTC ecosystem. Partner closely with Retail leadership and store teams to create seamless client experience between digital Personal Shopping and physical retail. Work with Merchandising and Ecommerce teams on product opportunity, client demand, and inventory visibility. Partner with Client Services on complex service needs and high-value customer identification. Collaborate with CRM on client segmentation, targeting, opportunity identification, and reporting. Work with Marketing and Events to identify relevant opportunities to engage Personal Shopping clients through broader brand moments.
**Requirements:**
- Significant experience leading Personal Shopping, digital clienteling, remote selling, or private client functions within luxury fashion or an adjacent luxury category
- Demonstrated ownership of a meaningful digital or remote selling business with clear revenue accountability
- Strong track record leading and developing a team of Personal Shoppers, Client Advisors, or high-touch sellers
- Deep expertise in digital luxury selling and the tools, behaviors, and operating rhythms required to drive remote revenue
- Personally developed book of high-value luxury clients and a demonstrated ability to originate and grow client relationships
- Strong understanding of ecommerce, CRM, clienteling, and client lifecycle management
- Proven ability to work across digital, retail, and broader DTC organizations
- Strong commercial instincts and comfort operating against clear revenue and productivity targets
- Excellent leadership, communication, and organizational skills
- Entrepreneurial mindset with the ability to build structure while remaining highly client-facing
