Public Engagement Lead

Join Tamara: Shaping the Future of Customer Engagement in Fintech

At Tamara, we are redefining the fintech landscape in Saudi Arabia and the broader GCC region by pioneering the world’s most customer-centric financial super-app. Our mission is to empower millions of users and partners—from global brands like SHEIN, Jarir, and IKEA to local SMEs—to turn their aspirations into reality. As Saudi Arabia’s first fintech unicorn, backed by visionary investors including the Public Investment Fund (PIF) and SNB Capital, we are driving innovation from our Riyadh headquarters with a global impact.

We are seeking a dynamic and strategic Public Engagement Lead to spearhead our customer-facing engagement strategy. This pivotal role will transform reactive customer support into a proactive, data-driven model that safeguards our brand reputation, fosters trust, and leverages public feedback to drive meaningful business improvements. You will lead a high-performing team, ensuring every interaction reflects Tamara’s commitment to excellence, empathy, and cutting-edge customer experience.

Key Responsibilities

As the Public Engagement Lead, your strategic vision and operational expertise will be instrumental in:

• Overseeing a comprehensive public engagement strategy across all key platforms, including X (Twitter), Instagram, TikTok, Facebook, and app reviews, to ensure a seamless, human-centric experience for every customer interaction.
• Managing the daily operations of the Public Engagement team, including shift coverage, workload distribution, and performance monitoring, to maintain high standards of speed, accuracy, and quality in all public responses.
• Enforcing Tamara’s approved tone of voice, privacy protocols, and risk standards to ensure consistency, professionalism, and compliance across all customer interactions.
• Coaching and mentoring advisors to handle sensitive, high-visibility, or reputationally critical situations with finesse, ensuring resolutions that align with our brand values and customer expectations.
• Collaborating closely with internal stakeholders to identify and resolve root causes of public complaints, transforming feedback into actionable insights that enhance our products and services.
• Analyzing recurring themes, sentiment trends, and emerging risks in public conversations to convert data into strategic recommendations that inform business decisions and operational improvements.
• Participating in quality calibration sessions to maintain rigorous standards and ensure alignment with Tamara’s Public Engagement benchmarks.
• Tracking and reporting team performance, quality metrics, and recurring issue trends to drive continuous improvement and accountability.
• Supporting the training, onboarding, and certification of Public Engagement advisors to build a skilled, adaptable, and future-ready team.
• Acting as the operational guardian of public engagement standards, ensuring guidelines remain practical, up-to-date, and consistently applied across all touchpoints.

Why This Role Matters

In a fast-evolving fintech landscape, your leadership will be critical in shaping Tamara’s reputation as a customer-first organization. This role offers the opportunity to:

• Lead a team in a high-growth, mission-driven environment where every interaction shapes the future of fintech in the GCC.
• Drive innovation in public engagement strategies that balance speed, empathy, and data-driven decision-making.
• Collaborate with cross-functional teams to resolve complex customer challenges and turn feedback into competitive advantages.
• Contribute to the development of world-class customer experience standards that set new benchmarks in the industry.
• Grow professionally in a dynamic, investor-backed unicorn with a global footprint and a culture of continuous learning.

What We’re Looking For

We are seeking a highly motivated and results-driven professional with:

• A proven track record in leading teams within social media care, community management, public engagement, or marketing operations, with a focus on scaling impactful customer interactions.
• Exceptional Arabic and English writing skills, with the ability to adapt tone for diverse audiences, including high-sensitivity scenarios and platform-specific nuances.
• A deep understanding of social media platforms, app review management, and digital engagement tools, including CRM systems and social listening platforms.
• Strong judgment, attention to detail, and crisis management skills to navigate fast-paced, high-stakes situations with confidence and professionalism.
• Experience thriving in a fintech environment, where agility, innovation, and customer-centricity are paramount.
• A plus for familiarity with fintech topics such as BNPL, payments, fraud prevention, disputes, and customer protection, though prior experience in fintech is not mandatory.

If you are passionate about building meaningful customer relationships and driving operational excellence in a transformative industry, we invite you to join Tamara in shaping the next chapter of fintech engagement.