Public Engagement Lead📣 إعلان

منذ ساعتين تقريبا

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About Tamara

Tamara is a leading fintech platform in Saudi Arabia and the wider GCC region. The company aims to build a customer-centric financial super-app, serving millions of users and partnering with global and regional brands such as SHEIN, Jarir, noon, IKEA, and Amazon, alongside small and medium businesses. Tamara is Saudi Arabia's first fintech unicorn, supported by Sanabil Investments (a wholly owned company by the Public Investment Fund), SNB Capital, and ********** The company operates from its headquarters in Riyadh, with additional regional and global support offices.

Role Overview

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

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 and judgment.
Collaborate 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, converting 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.

Team Management and Development

This role involves managing the Public Engagement team's daily performance, quality, escalation discipline, and cross-functional alignment. You will ensure that every public response is fast, accurate, human, and aligned with Tamara’s tone of voice, risk standards, and customer experience expectations.