Job description

Reactive issue handling turns into a structured engagement model under this Public Engagement Lead role, protecting Tamara's brand, restoring customer trust and converting public feedback into actionable business insight. You lead the Public Engagement team across X, Instagram, TikTok, Facebook, app reviews and other public feedback spaces, based out of Tamara's Riyadh headquarters. Daily operations, shift coverage, workload distribution and quality performance for public interactions all sit under your ownership. Public replies follow Tamara's approved tone of voice and privacy standards, and advisors get coached on handling sensitive, emotional, high-visibility or reputationally risky interactions with professionalism and judgment. Internal stakeholders and teams get engaged directly to resolve the root causes behind public complaints. Recurring themes, sentiment patterns, service gaps and emerging risks from public conversations get monitored and converted into structured insights and recommendations. You participate in quality calibration sessions, track team performance and quality adherence, and report on recurring issue trends. Training, onboarding, certification and ongoing development of Public Engagement advisors get supported throughout, with guidelines kept practical, current and consistently applied.