Director, Client Services

KHAITE•New York, NY

8h•$135,000 - $150,000•Onsite

About The Position

KHAITE is seeking a Director, Client Services to work from its New York City headquarters. The Director will lead the evolution of the Client Services function, developing the organization, capabilities, and operating model needed to support a growing global luxury business across ecommerce, retail, international markets, and high-value client relationships. The role combines strategic planning with hands-on leadership of the existing team and its day-to-day client support. The Director will define a roadmap for the function’s team structure, coverage, technology, channels, workflows, and service standards; evaluate options such as extended-hours and international coverage, temporary or external support, automation, AI, and self-service; and ensure efficiency does not compromise KHAITE’s luxury service experience. The Director will also develop Client Services as a potential entry point into clienteling. This includes helping advisors recognize commercial opportunities, support product discovery, and identify high-potential clients for deeper relationships with Personal Shopping and the broader DTC organization. The role partners across Ecommerce, Retail, Personal Shopping, CRM, Logistics, Technology, and Operations to improve the end-to-end client journey and use service interactions and feedback to identify broader opportunities.

Requirements

Significant experience in Client Services, Customer Experience, Ecommerce Service, or a related function 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 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 issues that shape the digital client experience.
Highly analytical, with the ability to use data to diagnose issues and shape investment decisions.
Strong cross-functional operating skills and ability to work across Ecommerce, Retail, Technology, Operations, Logistics, and CRM.
Excellent people leadership skills, including the ability to develop an existing team while building the organization for future needs.
Comfort operating strategically and hands-on in a lean, fast-growing environment.

Nice To Haves

Experience introducing clienteling, product recommendations, proactive service, or other commercially oriented behaviors.

Responsibilities

Lead and develop KHAITE’s existing Client Services team and maintain high standards across client-facing channels.
Define the long-term operating model and phased roadmap for the function, including team structure, coverage hours, geographic support, staffing models, and specialist capabilities.
Build scalable processes, service standards, escalation frameworks, and operating procedures for a global luxury business.
Define what exceptional Client Services means for KHAITE and translate it into service standards, behaviors, and ways of working.
Ensure client interactions are warm, knowledgeable, responsive, and consistent with the KHAITE brand.
Develop service principles and escalation paths for routine, complex, sensitive, and high-value client situations.
Partner across the organization to maintain consistent service as clients move among ecommerce, stores, personal shopping, and other DTC touchpoints.
Define the technology roadmap; assess platforms, workflows, and tools; and identify where investment or redesign is needed.
Evaluate automation, AI, and self-service opportunities to improve response times, consistency, and team productivity.
Partner with Digital, Technology, and Operations to improve case management, routing, knowledge management, client context, and advisor workflows.
Assess client channel preferences and define channel mix and service-level expectations across channels such as email, phone, chat, SMS, messaging platforms, and emerging channels.
Evaluate broader coverage as international business grows and develop flexible approaches for peak demand.
Develop Client Services’ ability to recognize and support appropriate commercial opportunities, including product discovery and recommendations.
Partner with Personal Shopping to establish criteria and processes for identifying and transitioning high-potential clients 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 for quality, productivity, client satisfaction, and, over time, appropriate commercial contribution.
Represent the voice of the client internally, identify recurring friction and emerging needs, and partner cross-functionally to improve the client journey.
Use client feedback and service interactions to identify systemic opportunities and surface trends in product questions, delivery, returns, fit, inventory, and digital experience.