Summary
Tamara is a fintech platform headquartered in Riyadh, Saudi Arabia. The Public Engagement Lead manages the team responding to customers across social media, app reviews, and other public feedback channels, overseeing daily operations, quality, and escalations. The role also turns recurring feedback and sentiment trends into insights and works with internal teams to address the causes of complaints. Applicants should have team leadership experience in social media care or a related field, strong Arabic and English writing skills, and familiarity with CRM, social listening, and customer engagement tools.
The posting
As published on tamara.co. Pulled from the employer's site and shown as they wrote it.
About Us
Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others.
Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.
Role Overview
As Public Engagement Lead, you will lead Tamara’s public customer engagement function across social media channels, app reviews, and public feedback platforms. This role is responsible for transforming public support from reactive issue handling into a structured engagement model that protects Tamara’s brand, restores customer trust, and turns public feedback into actionable business insights.
You will manage the Public Engagement team’s daily performance, quality, escalation discipline, and cross-functional alignment, ensuring every public response is fast, accurate, human, and aligned with Tamara’s tone of voice, risk standards, and customer experience expectations.
Key Responsibilities:
- 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, workload distribution, and quality performance for public interactions.
- Ensure public replies follow Tamara’s approved tone of voice and privacy standards.
- Coach advisors on how to handle sensitive, emotional, high-visibility, or reputationally risky interactions with professionalism and judgment.
- Partner closely with internal stakeholders and teams to resolve root causes behind public complaints.
- Monitor recurring themes, sentiment patterns, service gaps, and emerging risks from public conversations, and convert them into structured insights and recommendations.
- Participate in quality calibration sessions and ensure consistent scoring against Public Engagement quality standards.
- Track and report team performance, quality adherence, and recurring issue trends.
- Support training, onboarding, certification, and continuous development of Public Engagement advisors.
- Act as the operational owner for public engagement standards, ensuring guidelines remain practical, updated, and consistently applied.
Requirements:
- Proven experience leading a team in social media care, community management, public engagement, or marketing operations.
- Strong Arabic and English writing skills, with the ability to adapt tone for public, high-sensitivity, and platform-specific interactions.
- Strong understanding of social media platforms, app review management, public customer behavior, and digital engagement tools.
- Strong judgment, attention to detail, and ability to make decisions in fast-moving or sensitive situations.
- Comfortable working in a fast-paced fintech environment with evolving processes and high customer visibility.
- Familiarity with social media platforms, CRM systems, social listening tools, and customer engagement tools.
- Understanding of fintech, BNPL, payments, fraud, disputes, refunds, or customer protection topics is a plus.