Public Engagement Lead

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.

Location and Work Type

This is a full-time position based in Tamara's headquarters in Riyadh, Saudi Arabia.

Application Process

Candidates interested in this role are encouraged to apply.