Susan Fisher
Director, Global Digital Customer Experience & Lead Generation @Hyster-Yale Materials Handling
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WORK HISTORY
Director, Global Digital Customer Experience & Lead Generation @Hyster-Yale Materials Handling
Greenville, NC, US
Develop and execute global strategies to facilitate best in class Customer/Dealer Experience (CX/DX), Lead Generation and Online Sales Channel (ecommerce).1. Lead Generation & eCommerce: Drive sales pipeline growth, customer loyalty and retention. Account based marketing & nurturing and persona targeting of key influencers and decision markers in the material handling buying process. Develop and executive e-commerce strategy and vision.2. Digital Customer Experience: Define and develop digital customer journeys, processes and system requirements as well as execution of end to end digital customer and HYG sales experience to optimize pipeline growth and sales effectiveness. Ensure an alignment of customer and sales facing digital systems to business strategy for a consistent CX/DX experience.3. Marketing Operations: Lead the global Digital Marketing organization as well as the Customer Data and Analytics organization with a view of ensuring optimum (and integrated) use of a best-in-breed digital eco-system to support business objectives. Champion Lead to Revenue and retention/loyalty programs and measure the effectiveness of ongoing digital marketing initiatives, including organic traffic via SEO, and direct traffic to websites through retargeting, SEM, ad network display, social media promoted and sponsored content. Development and deployment of marketing automation strategies to optimize digital lead generation processes.
EDUCATION
University of Strathclyde
Bachelor's Degree, International Business & Modern Languages
SKILLS
ABOUT SUSAN FISHER
I’m the Director of Digital Customer Experience & Lead Generation for Hyster-Yale Group, a Materials Handling Manufacturer who produces Hyster and Yale brands. In this role, I have global leadership over digital customer experience and lead generation solutions for both internal functions and our dealer distribution network. I have worked for HYG since 1998 and have held various positions within the organization, from customer facing positions to project management.I’m truly passionate about my work and always eager to connect with others. While I enjoy all aspects of my job, I think my favorite part is working with a customer or business unit leader to understand his or her business objectives. As we go through that collaborative process, the ideas start to flow and our processes and systematic solutions flourish.I have a BA(Hons) Degree from Strathclyde University and am fluent in Spanish and intermediate in French.I’m always interested in hearing from former colleagues, managers, or just interesting people, so feel free to contact me if you’d like to connect.
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