Director, Client Services

ABOUT KHAITE

KHAITE is a way of looking at the world. Shaped by formative encounters, cultural touchstones, and secret desires, this point of view comes to life through womenswear and accessories that find confidence in contrast. Each piece proposes a fresh balance of opposing elements- masculine and feminine, strength and softness, structure and fluidity- while embodying a signature sensuality and ease.

Founded in 2016 by creative director Catherine Holstein and based in New York, KHAITE evolves with each season, building upon a foundation of robust yet polished items distinguished by exceptional materials, exquisite craftsmanship, and subtle yet striking details.

ABOUT THE OPPORTUNITY

We are looking for a Director, Client Services to join the KHAITE team and be based out of the NYC HQ offices. This role will lead the evolution of KHAITE's Client Services function, building the organization, capabilities and operating model required to support a rapidly growing global luxury business.

As KHAITE continues to grow across ecommerce, retail, international markets and high-value client relationships, this leader will be responsible for defining how the function should evolve over time, including team structure, coverage model, technology, channels, workflows and service standards.

The mandate is both strategic and hands-on: lead the existing team and ensure exceptional day-to-day client support, while building a clear roadmap for a more scalable, sophisticated and globally capable Client Services organization.

The Director will evaluate where KHAITE should invest in extended-hours or international coverage, temporary or external support, automation, AI and self-service, ensuring that efficiency never comes at the expense of the elevated service expected from a luxury brand.

Over time, the role will also develop Client Services as an important entry point into clienteling, enabling the team to recognize commercial opportunities, support product discovery and identify high-potential clients for deeper relationships with Personal Shopping and the broader DTC organization.

ESSENTIAL DUTIES & RESPONSIBILITIES

Client Services Leadership

Lead and develop KHAITE's existing Client Services team, ensuring consistently high standards across current client-facing channels.

Define the longer-term Client Services operating model required to support continued growth in ecommerce, international business and DTC.

Develop a phased roadmap for how the function should evolve across team structure, hours of coverage, geographic support, staffing models and specialist capabilities.

Build scalable processes that allow the function to absorb significant growth.

Establish clear service standards, escalation frameworks and operating procedures appropriate for a global luxury brand.

Ensure the team remains agile and highly responsive while introducing greater structure, consistency and accountability.

Luxury Client Experience & Service Standards

Define what exceptional Client Services should mean for KHAITE and translate that into clear standards, behaviors and ways of working.

Ensure client interactions are warm, knowledgeable, highly responsive and reflective of the KHAITE brand.

Develop service principles that appropriately differentiate between routine support needs and situations requiring elevated, highly personalized intervention.

Build effective escalation paths for complex, sensitive or high-value client situations.

Partner across the organization to ensure service remains consistent as clients move between ecommerce, stores, personal shopping and other DTC touchpoints.

Technology, Tools & Automation

Define the technology roadmap required to support the future Client Services organization.

Assess existing platforms, workflows and tools and identify where investment or redesign is required.

Evaluate the role of automation, AI and self-service in improving response times, consistency and team productivity.

Partner with Digital, Technology and Operations teams to improve case management, routing, knowledge management, client context and advisor workflows.

Channels & Coverage Strategy

Assess how clients want to engage with KHAITE and determine the appropriate future channel mix across email, phone, chat, SMS, messaging platforms and emerging channels.

Define appropriate service-level expectations by channel.

Evaluate how KHAITE should provide broader coverage as the international business grows.

Develop flexible approaches to peak demand around launches, holidays, promotions, events and other high-volume periods.

Clienteling & Commercial Development

Develop Client Services progressively from a primarily reactive service function into one capable of recognizing and supporting appropriate commercial opportunities.

Build advisor confidence in understanding client history, purchase intent and product needs.

Introduce relevant product discovery and recommendation behaviors where they enhance the client experience.

Partner with Personal Shopping to establish clear criteria and processes for identifying and transitioning high-potential clients into dedicated selling relationships.

Develop commercial KPIs at an appropriate pace as the team's capabilities mature.

Team Development & Organizational Design

Coach and develop the existing Client Services team while deveoloping the capabilities required 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, over time, appropriate commercial contribution.

Client Insights & Cross-Functional Partnership

Act as a strong voice of the client internally, identifying recurring 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 and client feedback to identify systemic opportunities rather than simply resolving individual cases.

Surface trends in product questions, delivery issues, returns, fit, inventory, digital experience and other recurring client needs.

SKILLS & 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 the 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, such as outsourced, offshore, temporary or geographically distributed teams, with the ability to determine when and how those models should be introduced.

Strong understandin