Role summary
Lead Tamara's public customer engagement function across social media channels, app reviews, and public feedback platforms. Transform support from reactive issue handling into a structured engagement model protecting brand reputation, restoring customer trust, and converting feedback into actionable business insights.
Responsibilities
- Lead the Public Engagement team across public channels including X, Instagram, TikTok, Facebook, app reviews, and other public feedback spaces.
- Own daily operations, shift coverage, workload distribution, and quality performance for public interactions.
- Ensure public replies follow 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.
- Partner closely 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 ensuring 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 operational owner for public engagement standards, ensuring guidelines remain practical, updated, and consistently applied.
Qualifications
- Proven experience leading a team in social media care, community management, public engagement, or marketing operations.
- Strong Arabic and English writing skills with ability to adapt tone for public, high-sensitivity, and platform-specific interactions.
- Strong understanding of social media platforms, app review management, public customer behavior, and digital engagement tools.
- Strong judgment, attention to detail, and ability to make decisions in fast-moving or sensitive situations.
- Comfortable working in a fast-paced fintech environment with evolving processes and high customer visibility.
- Familiarity with social media platforms, CRM systems, social listening tools, and customer engagement tools.
Requirements
- Proven experience leading a team in social media care, community management, public engagement, or marketing operations.
- Strong Arabic and English writing skills with ability to adapt tone for public, high-sensitivity, and platform-specific interactions.
- Strong understanding of social media platforms, app review management, public customer behavior, and digital engagement tools.
- Strong judgment, attention to detail, and ability to make decisions in fast-moving or sensitive situations.
- Comfortable working in a fast-paced fintech environment with evolving processes and high customer visibility.
- Familiarity with social media platforms, CRM systems, social listening tools, and customer engagement tools.
- Understanding of fintech, BNPL, payments, fraud, disputes, refunds, or customer protection topics is a plus.
Skills
- Team leadership
- Social media care
- Community management
- Public engagement
- Marketing operations
- Arabic writing
- English writing
- Social media platforms
- App review management
- Customer behavior analysis
- Digital engagement tools
- CRM systems
- Social listening tools
- Customer engagement tools
- Decision-making
- Attention to detail