Public Engagement Lead

The Public Engagement Lead Role

As the Public Engagement Lead, you will be responsible for leading Tamara’s public customer engagement function across various social media channels, app reviews, and public feedback platforms. This full-time role, based in Riyadh, involves transforming public support from reactive issue handling into a structured engagement model. The objective is to protect Tamara’s brand, restore customer trust, and convert public feedback into actionable business insights. The role requires 5-10 years of experience.

Key Responsibilities

• Lead the Public Engagement team across public channels including X, Instagram, TikTok, Facebook, app reviews, and other public feedback spaces.
• Manage daily operations, shift coverage, workload distribution, and quality performance for public interactions.
• Ensure public replies adhere to Tamara’s approved tone of voice and privacy standards.
• Coach advisors on handling sensitive, emotional, high-visibility, or reputationally risky interactions with professionalism.
• Collaborate with internal stakeholders and teams to address root causes of public complaints.
• Monitor recurring themes, sentiment patterns, service gaps, and emerging risks from public conversations, converting them into structured insights and recommendations.
• Participate in quality calibration sessions to 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.

Required Qualifications and Skills

• 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.

Work Environment

This role is based at Tamara's headquarters in Riyadh, Saudi Arabia. The successful candidate will operate within a dynamic fintech environment, managing a team focused on public customer interactions across various digital platforms.