Job description
Role Overview
Public Engagement Lead at Tamara, a fintech platform headquartered in Riyadh, Saudi Arabia.
Company Overview
Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region, serving millions of users and partnering with leading global and regional brands including SHEIN, Jarir, noon, IKEA, and Amazon, as well as small and medium businesses. Saudi Arabia's first fintech unicorn, backed by Sanabil Investments (a wholly owned company by the Public Investment Fund), SNB Capital, and Checkout.com, among others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.
Role Purpose
Lead Tamara's public customer engagement function across social media channels, app reviews, and public feedback platforms. Transform public support from reactive issue handling into a structured engagement model that protects Tamara's brand, restores customer trust, and converts public feedback into actionable business insights.
Key Responsibilities
Team Leadership & Operations
- Lead the Public Engagement team across public channels, including X, Instagram, TikTok, Facebook, app reviews, and other public feedback spaces.
- Own daily operations, shift coverage, and workload distribution for public interactions.
- Manage the Public Engagement team's daily performance, quality, and escalation discipline.
- Coach advisors on handling sensitive, emotional, high-visibility, or reputationally risky interactions with professionalism and judgment.
- Support training, onboarding, certification, and continuous development of Public Engagement advisors.
Quality & Standards
- Ensure public replies follow Tamara's approved tone of voice and privacy standards.
- Participate in quality calibration sessions and ensure consistent scoring against Public Engagement quality standards.
- Act as the operational owner for public engagement standards, ensuring guidelines remain practical, updated, and consistently applied.
Insights & Reporting
- Monitor recurring themes, sentiment patterns, service gaps, and emerging risks from public conversations.
- Convert public feedback into structured insights and recommendations.
- Track and report team performance, quality adherence, and recurring issue trends.
Cross-Functional Alignment
- Partner closely with internal stakeholders and teams to resolve root causes behind public complaints.
- Ensure every public response is fast, accurate, human, and aligned with Tamara's tone of voice, risk standards, and customer experience expectations.
Qualifications & Experience
- Proven experience leading a team in social media care, community management, public engagement, or marketing operations.
- Strong understanding of social media platforms, app review management, public customer behavior, and digital engagement tools.
- Understanding of fintech, BNPL, payments, fraud, disputes, refunds, or customer protection topics is a plus.
Skills & Competencies
- Strong Arabic and English writing skills, with the ability to adapt tone for public, high-sensitivity, and platform-specific interactions.
- Strong judgment, attention to detail, and ability to make decisions in fast-moving or sensitive situations.
- Familiarity with social media platforms, CRM systems, social listening tools, and customer engagement tools.
Additional Information
- Comfortable working in a fast-paced fintech environment with evolving processes and high customer visibility.