KHAITE Director of Client Services

About KHAITE

Founded in New York in 2016 by Catherine Holstein, KHAITE is a luxury womenswear brand distinguished by its interplay of strength and softness, structure and fluidity. Its ready-to-wear, leather goods and footwear reinterpret American dressing through refined materials, precise silhouettes and a distinctive balance of ease and sensuality. As an employer, KHAITE connects creative vision with the disciplines of product development, merchandising, retail and business operations. The brand offers a compelling setting for professionals drawn to contemporary luxury, where craftsmanship, attention to detail and a coherent aesthetic identity underpin the work of building an internationally recognised fashion house.

Role & Responsibilities

• Lead and develop KHAITE’s existing Client Services team, maintaining high standards across client-facing channels.
• Define the long-term operating model and a phased roadmap for team structure, coverage hours, geographic support, staffing models and specialist capabilities as ecommerce, international business and DTC grow.
• Build scalable processes, service standards, escalation frameworks and operating procedures suited to a global luxury brand, while maintaining agility, responsiveness and accountability.
• Define KHAITE’s luxury service standards and ensure client interactions are warm, knowledgeable, responsive and consistent with the brand.
• Differentiate routine support from situations requiring elevated, personalized attention; establish escalation paths for complex, sensitive or high-value client situations.
• Partner across the organization to maintain consistent service as clients move between ecommerce, stores, Personal Shopping and other DTC touchpoints.
• Define the technology roadmap; assess platforms, workflows and tools and identify investment or redesign needs.
• Evaluate automation, AI and self-service opportunities to improve response times, consistency and productivity without compromising luxury service.
• Partner with Digital, Technology and Operations to improve case management, routing, knowledge management, client context and advisor workflows.
• Assess client channel preferences and define the future mix across email, phone, chat, SMS, messaging platforms and emerging channels, including service-level expectations by channel.
• Evaluate broader coverage needs as international business grows and develop flexible approaches to peak demand around launches, holidays, promotions, events and other high-volume periods.
• Develop Client Services to recognize and support appropriate commercial opportunities; build advisor confidence in understanding client history, purchase intent and product needs; and introduce relevant product discovery and recommendations where they enhance the client experience.
• Partner with Personal Shopping to establish criteria and processes for identifying high-potential clients and transitioning them into dedicated selling relationships.
• Introduce commercial KPIs at an appropriate pace as team capabilities mature.
• Coach and develop the existing team, build capabilities for future growth, and provide training in luxury service, product knowledge, communication, systems and clienteling.
• Establish performance expectations covering quality, productivity, client satisfaction and, over time, appropriate commercial contribution.
• Represent the client internally by identifying recurring friction points, feedback and emerging service needs.
• Partner 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 improvement opportunities and surface trends in product questions, delivery issues, returns, fit, inventory, digital experience and other recurring client needs.
• Perform other duties as requested by management; the job description may be revised at any time.

Qualifications

• 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 sound judgment 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 outsourced, offshore, temporary or geographically distributed staffing models, with the ability to determine when and how to introduce them.
• Strong understanding of ecommerce and operational factors shaping the digital client experience.
• Experience introducing clienteling, product recommendations, proactive service or other commercially oriented behaviors is highly desirable.
• Highly analytical, with the ability to use data to diagnose issues and shape investment decisions.
• Strong cross-functional operating ability across Ecommerce, Retail, Technology, Operations, Logistics and CRM.
• Excellent people leadership, including developing an existing team while building the organization needed for future growth.
• Comfort operating strategically and hands-on in a lean, fast-growing environment.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required include close vision.

Skills

Experience

Significant experience in Client Services, Customer Experience, Ecommerce Service or related functions; experience leading and developing client-facing teams in a growing organization.

Compensation

The base compensation for this position ranges from USD 135,000 to USD 150,000 per annum.

Benefits

Medical, dental and vision programs; company bonus plan; employee discounts and perks; 401(k) plan with employer match; other ancillary benefits.

Culture

KHAITE’s professional environment reflects its New York identity and distinctive approach to luxury, balancing creative confidence with understated sophistication. Its emphasis on exceptional materials, craftsmanship, and precise design creates a shared focus on quality and a coherent creative vision.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.