Social Media Lead

About Tamara

Tamara stands at the forefront of the fintech revolution in Saudi Arabia and the broader GCC region, dedicated to empowering individuals to achieve their aspirations through an unparalleled customer-centric financial super-app. Serving millions of users across the region, Tamara collaborates with industry-leading global and regional brands such as SHEIN, Jarir, noon, IKEA, and Amazon, as well as countless small and medium-sized enterprises. As Saudi Arabia’s first fintech unicorn, Tamara is proudly backed by prominent investors including Sanabil Investments—a wholly owned entity of the Public Investment Fund (PIF)—SNB Capital, and Checkout.com. Headquartered in Riyad, the company operates with a dynamic presence across regional and global support offices, driving innovation in financial services.

Role Overview

As the Social Media Lead, you will spearhead Tamara’s public customer engagement strategy across all social media platforms, app reviews, and public feedback channels. This pivotal role is centered on evolving public support from reactive issue resolution to a strategic engagement framework that safeguards Tamara’s brand reputation, rebuilds customer trust, and transforms public feedback into valuable business intelligence. You will oversee the day-to-day performance of the Social Media team, ensuring adherence to quality standards, escalation protocols, and cross-functional alignment. Every public interaction must reflect speed, accuracy, authenticity, and alignment with Tamara’s established tone of voice, risk management guidelines, and customer experience principles.

Key Responsibilities

• Strategic Public Engagement Leadership: Oversee the Public Engagement team’s operations across multiple platforms, including X (formerly Twitter), Instagram, TikTok, Facebook, app reviews, and other public feedback channels, ensuring consistent and high-quality customer interactions.
• Operational Excellence: Manage daily workflows, shift coverage, workload distribution, and performance metrics to maintain operational efficiency and responsiveness in public interactions.
• Brand and Compliance Alignment: Ensure all public responses adhere to Tamara’s approved tone of voice, privacy standards, and risk management protocols, maintaining brand integrity across all channels.
• Team Development and Coaching: Provide mentorship and guidance to advisors on handling sensitive, emotionally charged, high-visibility, or reputationally sensitive interactions with professionalism and sound judgment.
• Cross-Functional Collaboration: Partner with internal stakeholders to identify and resolve root causes of public complaints, fostering a culture of continuous improvement and customer-centric problem-solving.
• Data-Driven Insights: Monitor and analyze recurring themes, sentiment trends, service gaps, and emerging risks from public conversations, translating these insights into actionable recommendations for business stakeholders.
• Quality Assurance: Lead quality calibration sessions and ensure consistent adherence to Public Engagement quality standards, driving excellence in every customer interaction.
• Performance Tracking and Reporting: Develop and maintain performance dashboards to track team KPIs, quality adherence, and recurring issue trends, providing actionable insights to leadership.
• Training and Development: Support the onboarding, certification, and continuous professional development of Public Engagement advisors, ensuring alignment with evolving standards and best practices.
• Guideline Stewardship: Act as the operational owner for public engagement standards, ensuring guidelines remain practical, up-to-date, and consistently applied across all teams and channels.

Requirements

• Proven Leadership Experience: Demonstrated track record in leading teams within social media care, community management, public engagement, or marketing operations, with a focus on customer experience and brand reputation.
• Exceptional Communication Skills: Fluency in both Arabic and English, with the ability to craft clear, empathetic, and platform-appropriate responses for diverse audiences and high-sensitivity scenarios.
• Digital Engagement Expertise: Deep understanding of social media platforms, app review management, public customer behavior, and digital engagement tools, with the ability to leverage data for strategic decision-making.
• Strong Judgment and Adaptability: Proven ability to make sound decisions in fast-paced, high-pressure environments, demonstrating attention to detail and situational awareness.
• Fintech Acumen: Familiarity with fintech ecosystems, particularly in areas such as Buy Now Pay Later (BNPL), payments, fraud prevention, disputes, refunds, and customer protection, is highly advantageous.
• Technical Proficiency: Experience with CRM systems, social listening tools, customer engagement platforms, and data analytics to drive operational efficiency and insights.
• Customer-Centric Mindset: A passion for delivering exceptional customer experiences and a commitment to transforming public feedback into opportunities for improvement and growth.