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…