Role overview

Tamara is a leading fintech platform operating across Saudi Arabia and the GCC region, serving over 25 million customers and 130,000+ partner merchants. As Public Engagement Lead based in Riyadh, you will oversee Tamara’s customer engagement strategy across social media, app reviews, and public feedback channels, converting reactive support into a structured model that protects brand reputation, rebuilds customer trust, and generates actionable business intelligence.

Key responsibilities

Lead and manage the Public Engagement team across multiple social media platforms including X, Instagram, TikTok, Facebook, app review sites, and other public feedback spaces.
Oversee daily operations, shift scheduling, workload allocation, and quality performance standards for all public-facing interactions.
Ensure all public responses adhere to Tamara’s approved communication style, privacy requirements, and customer experience standards.
Mentor team members in handling sensitive, emotionally charged, high-profile, or reputation-sensitive customer interactions with professionalism and sound judgment.
Work with cross-functional teams to identify and resolve underlying issues driving public complaints and feedback.
Analyze public conversations for recurring themes, sentiment patterns, service gaps, and potential risks, then translate findings into structured recommendations for business improvement.
Participate in quality assurance calibration and maintain consistent evaluation of interactions against established standards.
Monitor and report team performance metrics, quality adherence rates, and patterns in recurring customer issues.
Lead training, onboarding, and certification programs for Public Engagement advisors and support their ongoing professional development.

Requirements

Demonstrated experience managing teams in social media customer care, community management, public engagement, or marketing operations roles.
Fluent written communication in both Arabic and English, with skill in adjusting tone for public, sensitive, and platform-specific contexts.
Deep familiarity with social media platforms, app review systems, public customer behavior patterns, and digital engagement tools.
Sound judgment, strong attention to detail, and capability to make decisions quickly in fast-moving or sensitive scenarios.
Ability to thrive in a dynamic fintech setting with changing processes and significant public visibility.
Experience with social media platforms, CRM systems, social listening tools, and customer engagement software.
Background in fintech, buy-now-pay-later services, payments, fraud prevention, dispute resolution, refunds, or consumer protection is advantageous.

How to apply

Use the Apply button to view the official job posting and submit your application on Tamara Dubai Jobs: Essential Guide to Careers (2026)'s careers site.

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