CX Director

Who we are We're BPG (Bates PanGulf), one of the Middle East's leading integrated marketing and communications agencies. Bringing together strategy, creativity, communications, media, technology and data, we help ambitious brands create meaningful impact. As we continue to grow our Customer Experience offering, we're looking for a hands-on, commercially minded CX Director to join our Dubai team. If you enjoy winning business, solving client challenges and building customer-first solutions, we'd love to hear from you.

The Role What you'll be doing Own the pipeline, not just the narrative. Source new opportunities, build relationships with senior decision makers before an RFP lands, and drive both new business and organic account growth. Build and defend the technical point of view. Be BPG's CX subject matter expert, architecting practical customer experience solutions across Martech, CRM, personalisation, commerce and AI. Lead pitches end to end. Own both integrated agency pitches and standalone CX opportunities, shaping the strategic narrative and technical solution from start to finish. Stay close to delivery. Work alongside delivery teams to ensure solutions are commercially viable, technically achievable and successfully implemented. Drive internal transformation. Champion customer-centric thinking across the agency, building capability and embedding CX into the way every discipline works. Own organic growth. Proactively identify expansion opportunities, drive account growth, strengthen client relationships and help retain and grow key accounts.

Desired Candidate Profile

6+ years' experience in Customer Experience, Digital Strategy, Martech or Digital Transformation, with a strong understanding of customer journeys, CRM, Martech, personalisation, commerce and AI Strong technical credibility with the confidence to lead technical workshops, architect CX solutions and engage clients without relying on technical specialists to lead the conversation. Proven track record of winning new business and growing existing accounts. Confident leading client workshops, pitches and strategic conversations. Commercially minded with the ability to turn business challenges into practical CX solutions. Hands-on, collaborative and comfortable working across strategy, creative, media, technology and delivery teams.