Enterprise Community Management

Mackenzie developed the enterprise community management team for Ally, a digital financial services company, leading the team in triaging over 150k incoming brand mentions and providing 10k individualized responses across social media platforms, review sites, and forums yearly. She improved response times by over 80% and collaborated with customer service, legal, and compliance partners to evolve response tone of voice and emulate authentic, human conversations. Mackenzie onboarded 40+ brand and regulatory partners into a new enterprise social media tool (Sprinklr) to significantly streamline all social media content approval processes. She also advocated for social media crisis management among Ally leadership, acting as the social media lead for all enterprise crisis communications and ensuring tailored messages were quickly crafted and disseminated in response to all high-priority incidents and situations that impacted customers or audience members.