Gemma Mckenzie Email & Phone Number

Belfast, Gb

Remote

• Spearheaded the strategic direction and execution of top-tier digital content initiatives for 3M's expansive product range, spanning 30 countries and 20 languages. Oversaw end-to-end customer experience by steering product information management (PIM) and digital asset management (DAM) technologies, processes, and services. Successfully orchestrated content creation, digitisation, and syndication to establish a competitive edge for 3M.• Led the direct management of teams comprising… Show more • Spearheaded the strategic direction and execution of top-tier digital content initiatives for 3M's expansive product range, spanning 30 countries and 20 languages. Oversaw end-to-end customer experience by steering product information management (PIM) and digital asset management (DAM) technologies, processes, and services. Successfully orchestrated content creation, digitisation, and syndication to establish a competitive edge for 3M.• Led the direct management of teams comprising Product Content Specialists and Syndication/eCommerce specialists. Additionally, provided leadership for the entire pillar, overseeing five global service center teams.• Drove a strategic focus on the meticulous management and governance of Master Data, prioritizing compliance and accuracy. Implemented end-to-end governance practices to ensure consistency throughout the entire data lifecycle, minimising unnecessary changes. Demonstrated expertise in overseeing correct data lifecycle management across diverse functions and systems.• Ensured that data adhered to all regulations and rules in every country it was showcased, whether through web platforms, eCommerce channels, or syndication to customer channels. Upheld a commitment to maintaining compliant and accurate Master Data, emphasising a thorough understanding of regulatory requirements and industry standards across various geographical locations and digital platforms. Show less

Remote - Emea

• Navigated and excelled in the realm of Customer Operations within our organisation, leading impactful projects across the EMEA region. Spearheaded initiatives such as reducing cycle times for Master Data material SKU creation and activation, as well as streamlining pricing approval processes. Developed a comprehensive strategy for enhancing 3M's engagement with customer portals from a customer service perspective.• Directed a major focus on the EMEA design and centralisation of product… Show more • Navigated and excelled in the realm of Customer Operations within our organisation, leading impactful projects across the EMEA region. Spearheaded initiatives such as reducing cycle times for Master Data material SKU creation and activation, as well as streamlining pricing approval processes. Developed a comprehensive strategy for enhancing 3M's engagement with customer portals from a customer service perspective.• Directed a major focus on the EMEA design and centralisation of product application support services, establishing a new team proficient in telephony, email, chat, web response, and social media moderation. This team effectively served 75% of our EMEA business, prioritising excellent customer experience and adherence to industry-standard SLAs.• Demonstrated leadership in coaching numerous green belts through their professional development journey and contributed as a valued member of the EMEA Lean Six Sigma Black Belt Forum Committee. Show less

Remote

• Received the Pyramid of Excellence at the EMEA level for exceptional contributions to European Distribution Centre SAP go-lives in 2014. Subsequently promoted to lead the MDM EMEA Global Operations Support team, overseeing six direct reports.• Pivotal in initiating 3M's first Global Service Centre in Wroclaw, Poland. Spearheaded the entire process, including job specifications, organising job fairs, managing hiring processes, defining building layouts, and overseeing comprehensive… Show more • Received the Pyramid of Excellence at the EMEA level for exceptional contributions to European Distribution Centre SAP go-lives in 2014. Subsequently promoted to lead the MDM EMEA Global Operations Support team, overseeing six direct reports.• Pivotal in initiating 3M's first Global Service Centre in Wroclaw, Poland. Spearheaded the entire process, including job specifications, organising job fairs, managing hiring processes, defining building layouts, and overseeing comprehensive training programs.• In 2015, assumed the role of EMEA Area Process Lead and Occupational Change Management Lead. Developed innovative methods for deploying master data processes within EMEA, resulting in five successful go-lives. Recognised with another Pyramid of Excellence at the EMEA level for this impactful work.• Provided crucial assistance to countries in navigating change management and role guidelines, facilitating their transition from independent legacy systems to a streamlined global process.• In 2017, elevated responsibilities as the EMEA MDM Process and Quality Lead, overseeing both the EMEA data quality and process teams with a total of 17 direct reports. Named Product Process Lead and Area Process Lead for MDM EMEA, managing pre-deployment, go-lives, and post-implementation stabilisation and improvements.• Instrumental in providing comprehensive training to APAC MDM teams during the initial stages of their journey. Show less

Remote

Responsible for collaborating with Master Data Global Operations Support teams to enable follow the sun support model and driving collaboration across regional SAP Support teams (beyond Master Data) to deliver against Service Level AgreementsProvides direct supervision to Master Data Support Analysts Responsible for hiring, training and performance management for the entire regional Master Data Global Operations Support teamMember of Master Data EMEA Leadership TeamSubject… Show more Responsible for collaborating with Master Data Global Operations Support teams to enable follow the sun support model and driving collaboration across regional SAP Support teams (beyond Master Data) to deliver against Service Level AgreementsProvides direct supervision to Master Data Support Analysts Responsible for hiring, training and performance management for the entire regional Master Data Global Operations Support teamMember of Master Data EMEA Leadership TeamSubject matter expert capable of handling non-routine or complex requests or issuesAccountable for development and delivery of training & sharing best practices to ensure operational processes are executed in accordance to the global process and data standards.Expert on master data uses in downstream processes to aid in troubleshooting and provides training to team on how to resolve issues in a timely mannerExpert on data governance and use of master data in downstream processes to aid troubleshooting capabilityResponsible for alignment of resources to organizational objectives. Monitors progress to objectives.Responsible for tracking and reporting on Service Level Agreements (SLA) reports Responsible for identification & implementation of improvements needed to meet or exceed SLA targetsLeverages subject matter expertise to provide daily mentoring of Master Data Support Analysts to resolve issues and build team member competenciesDevelops alternative solutions for regional process requirements that cannot be met using global toolsetPartners with the Global Master Data Process team to develop efficient and effective operational support processesParticipates in projects that drive Master Data process improvementsLeads regional process improvement projects in collaboration with Master Data Global Process teamDevelops needed partnership with other SAP process teams to ensure clear understanding of master data change impacts and change management requirements Show less