{"id":3179995,"url":"https://alion.io/job/khaite-director-client-services","title":"Director, Client Services","company":{"id":680107,"name":"KHAITE","domain":"khaite.com","url":"https://alion.io/company/khaite","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Marketing","role_family":"Marketing","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":135000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-23T17:46:30Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-31T10:29:21Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"ABOUT KHAITE\nKHAITE 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. \nFounded 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. \nABOUT THE OPPORTUNITY\nWe 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.\nAs 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.\nThe 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.\nThe 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.\nOver 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.\nESSENTIAL DUTIES & RESPONSIBILITIES\nClient Services Leadership\nLead and develop KHAITE's existing Client Services team, ensuring consistently high standards across current client-facing channels.\nDefine the longer-term Client Services operating model required to support continued growth in ecommerce, international business and DTC.\nDevelop a phased roadmap for how the function should evolve across team structure, hours of coverage, geographic support, staffing models and specialist capabilities.\nBuild scalable processes that allow the function to absorb significant growth.\nEstablish clear service standards, escalation frameworks and operating procedures appropriate for a global luxury brand.\nEnsure the team remains agile and highly responsive while introducing greater structure, consistency and accountability.\nLuxury Client Experience & Service Standards\nDefine what exceptional Client Services should mean for KHAITE and translate that into clear standards, behaviors and ways of working.\nEnsure client interactions are warm, knowledgeable, highly responsive and reflective of the KHAITE brand.\nDevelop service principles that appropriately differentiate between routine support needs and situations requiring elevated, highly personalized intervention.\nBuild effective escalation paths for complex, sensitive or high-value client situations.\nPartner across the organization to ensure service remains consistent as clients move between ecommerce, stores, personal shopping and other DTC touchpoints.\nTechnology, Tools & Automation\nDefine the technology roadmap required to support the future Client Services organization.\nAssess existing platforms, workflows and tools and identify where investment or redesign is required.\nEvaluate the role of automation, AI and self-service in improving response times, consistency and team productivity.\nPartner with Digital, Technology and Operations teams to improve case management, routing, knowledge management, client context and advisor workflows.\nChannels & Coverage Strategy\nAssess how clients want to engage with KHAITE and determine the appropriate future channel mix across email, phone, chat, SMS, messaging platforms and emerging channels.\nDefine appropriate service-level expectations by channel.\nEvaluate how KHAITE should provide broader coverage as the international business grows.\nDevelop flexible approaches to peak demand around launches, holidays, promotions, events and other high-volume periods.\nClienteling & Commercial Development\nDevelop Client Services progressively from a primarily reactive service function into one capable of recognizing and supporting appropriate commercial opportunities.\nBuild advisor confidence in understanding client history, purchase intent and product needs.\nIntroduce relevant product discovery and recommendation behaviors where they enhance the client experience.\nPartner with Personal Shopping to establish clear criteria and processes for identifying and transitioning high-potential clients into dedicated selling relationships.\nDevelop commercial KPIs at an appropriate pace as the team's capabilities mature.\nTeam Development & Organizational Design\nCoach and develop the existing Client Services team while deveoloping the capabilities required for the next stage of growth.\nBuild training across luxury service, product knowledge, communication, systems and clienteling.\nEstablish clear performance expectations spanning quality, productivity, client satisfaction and, over time, appropriate commercial contribution.\nClient Insights & Cross-Functional Partnership\nAct as a strong voice of the client internally, identifying recurring friction points, feedback and emerging service needs.\nPartner closely with Ecommerce, Retail, Personal Shopping, CRM, Logistics, Technology and Operations to improve the end-to-end client journey.\nUse service interactions and client feedback to identify systemic opportunities rather than simply resolving individual cases.\nSurface trends in product questions, delivery issues, returns, fit, inventory, digital experience and other recurring client needs.\nSKILLS & REQUIREMENTS\nSignificant experience in Client Services, Customer Experience, Ecommerce Service or related functions within luxury fashion, luxury retail or another high-touch consumer environment.\nExperience leading and developing client-facing teams in a growing organization.\nDemonstrated ability to build, redesign or scale service operations\nStrong understanding of luxury service expectations and the judgment required when working with high-value clients.\nExperience assessing and improving service platforms, workflows, processes and operating models.\nPractical understanding of automation, AI and self-service opportunities within Client Services.\nExperience with workforce planning, service levels, quality management and capacity planning.\nExposure 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.\nStrong understanding of ecommerce and the operational issues that shape the digital client experience.\nExperience introducing clienteling, product recommendation, proactive service or other commercially oriented behaviors is highly desirable.\nHighly analytical and comfortable using data to diagnose issues and shape investment decisions.\nStrong cross-functional operator able to work effectively across Ecommerce, Retail, Technology, Operations, Logistics and CRM.\nExcellent people leader who can develop an existing team while building the organization required for the future.\nComfortable operating both strategically and hands-on within a lean, fast-growing environment.\nPlease note: This job description does not list all the duties of the job. Employees may be asked by management to perform other duties. The employer has the right to revise this job description at any time.\nOUR VALUES\nCreativity ~ We are always imagining, never imitating.\nIntegrity ~ We do the right thing.\nKindness ~ We value people and their ideas, so we act and speak with compassion.\nAgility ~ We move with intention, flexibility, and speed to stay ahead.\nTenacity ~ We are insatiable. Our drive is relentless.\nWE OFFER\nThe salary range is $135,000-150,000. The rate of pay offered will be dependent upon the candidates' relevant skills and experience. Other benefits include medical, dental, and vision programs, a company bonus plan, employee discounts and perks, a 401k plan with employer match, and other ancillary benefits.\n\nKHAITE is an equal opportunity employer. We want to offer an inclusive environment of mutual respect where we welcome diversity and all our employees feel included, developed, and heard. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. KHAITE recruits and recognizes all types of talent and singularities.\nReasonable 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 by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.\nThis employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.\nNew York Pay Range\n$135,000—$150,000 USD","description_format":"text","description_chars":10530,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Apparel & Fashion Brands"],"lifecycle":[{"event":"open","at":"2026-10-23T21:11:41Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.855,"p_room":1,"age_days":7,"expected_fill_days":30,"reasons":["conf:3","win:early"],"computed_at":"2026-10-31T05:58:55Z"},"pay":{"stated_usd_annual":150000,"is_top_pay":false},"html_url":"https://alion.io/job/khaite-director-client-services","json_url":"https://alion.io/job/khaite-director-client-services.json","meta":{"generated_at":"2026-10-31T11:38:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17902,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":680107},"rest":"https://alion.io/mcp/rest/get_company?id=680107"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkhaite-director-client-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkhaite-director-client-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkhaite-director-client-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/khaite-director-client-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkhaite-director-client-services"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3179995}},{"tool":"search_jobs","arguments":{"company":"khaite.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3179995},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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