SUE LACY
suelacy1@gmail.com • suelacy.com •
linkedin.com/in/suelacy
COMMUNICATIONS AND MARKETING
Communications
strategist with specific depth of knowledge in member relationship management
for nonprofit business settings; ability to translate market problems into
strategic insights and create memorable human connections through strong
multi-channel brand management and compelling outreach programs. Key strengths:
Project
Management
|
Community Outreach
|
Website Design
|
Marketing
Strategies
|
Social Media
|
Writing & Editing
|
Customer
Service Strategies
|
Graphics Design
|
Website Analytics
|
· Designed and launched a new website resulting in over 300% increased traffic to key pages.
· Created marketing materials, press releases, live-blog and website
content, learning resources, and videos (YouTube channel views 80,000+) resulting in frequent waiting
lists for workshops.
· Doubled Facebook followers in 18
months and established new Instagram, Pinterest, and LinkedIn profiles for more
than 500% increase in overall social
media reach.
· Founded and oversee an active niche Facebook group with engaged members
in 25+ countries.
PROFESSIONAL EXPERIENCE
Center for Metal Arts
(CMA), Hudson Valley, NY
2013 to Present
Director of
Communications
Challenge: Selected to help restore profitability and
rebuild the education program through marketing and strategic partnerships,
with a goal to place the school on the market and attract buyers interested in preserving
its mission.
Action: Designed and launched a new, popular, highly
navigable website. Planned and promoted onsite workshops with internationally
known visiting artists. Implemented a web-based email marketing solution with regular
newsletters and created original marketing materials. Transformed the annual Lewton-Brain
Foldform Competition into a highly anticipated event for the international
metal arts community with cloud-based entry, high profile jurors and sponsors,
national magazine coverage, and global press.
Results:
· Reduced manual administrative
labor at CMA by 30%.
· Increased website
traffic by 300% to key pages and
increased social media reach by over 500%.
· Produced newsletters
with 42% open rate.
· Implemented waiting
lists for workshops due to increased enrollment, and elevated the Center for
Metal Arts to a global stage via the Lewton-Brain Foldform Competition and
visiting artist series.
· Successfully
attracted new owners for the school; full transition early fall 2015.
Independent Consultant, Columbus, OH 2010 to 2013
Creative consultant for
the small business community and the arts; partnered with Charles Lewton-Brain
of Canada’s Alberta College of Art + Design and with the Center for Metal Arts in
New York to promote the metal arts.
· Created press
releases, live-blog and website content, social media presence, learning
resources, and videos.
· Created an online
community for metalsmiths with active members in 25+ countries.
· Overhauled a large
Google AdWords campaign to minimize bounces and increase clicks by 40%.
OCLC, Online Computer Library Center,
Dublin, Ohio 2000
to 2010
Product Integration Manager, OCLC Customer Support (2009-2010)
Cross-divisional
liaison for OCLC's global library support center, collaborating with product
teams, development, and executive sponsors to improve product usability and integrate
new products into support operations.
· Devised and wrote all
processes and templates for this new position including detailed project plans,
events calendar, training curriculum, and reference materials.
· Reviewed content and
usability for customer-facing web pages related to new products.
· Set service delivery
goals and devised support team role as part of each product rollout.
Manager of OCLC Customer Support (2000-2009)
Responsible for
supporting OCLC’s broad product line for member libraries and their patrons,
building trust with business partners, and maintaining top marks in member
satisfaction through stellar service and proactive outreach programs.
· Served as management
liaison to OCLC member libraries, business partners, and all departments within
the organization for product and member support solutions.
· Created and delivered
presentations to global business partners, members, and VP / COO level executives
about strategy and trends affecting member support.
· Managed call center
technology upgrades, e.g., Aspect to Cisco Call Center, Seibel to SharePoint
Knowledge Base, and introduced desktop sharing; cut call duration by 50% in many areas.
· Maintained 8+ years
average staff tenure in an industry that averages 1-2 years turnover.
PUBLICATIONS
/ WEBSITES
“Foldforming at 30” by Rhoda Weber Mack and Sue Lacy, Aug 2014
An art book
celebrating the inaugural two years of the Lewton-Brain Foldform Competition
For more writing
samples see www.suelacy.com/writings.
Magazine Publicity for the annual Lewton-Brain
Foldform competition:
Lapidary Journal,
Jewelry Artist, “Foldform Winners” May/Jun 2012, V.66 Number 7 pp 64
MJSA Journal,
“Foldform Competition Winners Named” Oct 2012, pp 51, V.7 Number 10
Lapidary Journal
Jewelry Artist, “Lewton-Brain Foldform Winners” Nov 2013, V.67, No 6, pp 60
MJSA Journal,
“Foldforming Competition Winners Named” MJSA Journal, 10/13, V.8, no 10, pp
52
Art Jewelry
magazine, “2013 Lewton-Brain Foldform Competition” Nov 2013, pp 42-43
Art Jewelry
magazine, “2014 Lewton-Brain Foldform Competition” Nov 2014, pp 58-59
Designed, built, created content for, and currently
administer these websites:
EDUCATION
The Ohio State
University, Columbus, Ohio
Bachelor of Science
in Education / ENGLISH
“Sue Lacy brought a well-honed skill set in communications, marketing,
service, and community outreach to our Center for Metal Arts program in a time
of transition, and within a short time she has elevated our education center to
the global stage.” –Rhoda
Weber Mack, Owner and Director, Center for Metal Arts (2015)
