Social Media Lead

About the role

Tamara, the leading fintech platform in Saudi Arabia, is seeking a Social Media Lead to head its public customer engagement across social channels, app reviews, and feedback platforms. You will transform reactive support into a proactive engagement model that safeguards the brand, rebuilds trust, and turns public input into actionable insights.

Key responsibilities

• Lead the Public Engagement team on X, Instagram, TikTok, Facebook, app reviews and other public feedback spaces.
• Own daily operations, shift coverage, workload distribution and quality performance for all public interactions.
• Ensure replies follow Tamara’s tone of voice and privacy standards.
• Coach advisors on handling sensitive, high‑visibility or reputationally risky interactions.
• Partner with internal stakeholders to resolve root causes behind public complaints.
• Monitor sentiment, recurring themes, service gaps and emerging risks, converting them into structured insights and recommendations.
• Participate in quality calibration sessions and maintain consistent scoring against engagement standards.
• Track and report team performance, quality adherence and issue trends.
• Support training, onboarding, certification and continuous development of engagement advisors.
• Act as the operational owner for public engagement standards, keeping guidelines practical and up‑to‑date.

Required profile

• Proven experience leading a team in social media care, community management, public engagement or marketing operations.
• Strong Arabic and English writing skills with the ability to adapt tone for high‑sensitivity, platform‑specific interactions.
• Deep understanding of social media platforms, app‑review management, public customer behavior and digital engagement tools.
• Excellent judgment and attention to detail.

Required skills

What we offer

• Opportunity to shape public engagement for a fast‑growing fintech unicorn.
• Collaborative environment with cross‑functional teams.
• Competitive compensation and benefits package.