Director, Personal Shopping

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, Personal Shopping to join the KHAITE team and be based out of the NYC HQ offices. This role will lead and scale Personal Shopping as a high-touch commercial channel within the digital business.

The Director of Personal Shopping 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.

While Personal Shopping operates within the digital commercial function, the team will operate across the full DTC ecosystem, partnering closely with Ecommerce, Retail, CRM, Client Services, Merchandising and Marketing to create a seamless client experience and maximize commercial opportunity regardless of where the relationship begins.

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. They should be both an accomplished seller and a strong commercial operator, capable of building a scalable business while maintaining the intimacy and discretion expected by luxury clients.

ESSENTIAL DUTIES & RESPONSIBILITIES

Commercial Ownership & Growth

• Own the strategy, revenue growth and commercial performance of KHAITE's 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, including revenue, conversion, AOV, outreach productivity, repeat purchase, retention and client progression.


• Regularly review business performance and identify opportunities to improve advisor productivity and client penetration.

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 the 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.

SKILLS & 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.

Please 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.

OUR VALUES

• Creativity ~ We are always imagining, never imitating.


• Integrity ~ We do the right thing.


• Kindness ~ We value people and their ideas, so we act and speak with compassion.


• Agility ~ We move with intention, flexibility, and speed to stay ahead.


• Tenacity ~ We are insatiable. Our drive is relentless.

WE OFFER

The salary range is $125,000-145,000. 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.

KHAITE 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.

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 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.

This 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.