Camille Kiffer
Head of Digital and Technology @Eli Lilly and Company
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WORK HISTORY
Head of Digital and Technology @Eli Lilly and Company
Toronto, ON, CA
Report directly to the General Manager at Lilly Canada with a dotted line the Global Lead Information and Digital Solutions (IDS) Officer. I play a critical leadership role to move Lilly Canada into the next era of customer experiences (HCPs, Patients, Payers) powered by digital and analytics excellence. I lead multiple teams: Data/Analytics, Information and Digital Solutions, Sales Insights, Forecasting, Market Research and Customer Operations teams and I’m responsible for the key transformational projects. Overall- Lead, manage and elevate the skills & performance of the teams reporting to me directly or indirectly (includes outsourced teams)- Lead and is accountable for creating and implementing an integrated 5 years vision of the CEX / Digital / Martech / CRM / Data roadmaps with technology solutions that best serve the affiliate’s strategic needs (PRA, Finances, Forecast, Market Research, Sales, Medical, RWE)- Lead transformational initiatives: o “Omnichannel”: provide seamless customer engagements across all channels o “Agile”: increase teams outputs while reducing time to market and inefficiencies o “Customer Operation Excellence”: process optimization and automation - Lead the holistic service strategy that maximizes the value delivered to our customers (patients, HCPs, payers) while minimizing the internal operations for our internal employees- Responsible for the performance of all digital channels (i.e. websites, media, emails, …) and the customer satisfaction (patients, HCPs, payers, internal employees) related to all digitally enabled operations- Lead and champion the teams accountable for the design, implementation and optimization of the audits mechanisms that maintain the standard of excellence and integrity of our processes.
EDUCATION
Montpellier - Business School
Master, Marketing
SKILLS
ABOUT CAMILLE KIFFER
Technology is not The Thing. It\'s the thing that gets us to The Thing\".I strategically translate overwhelming transformational needs into pragmatic yet innovative initiatives that deliver the changes required today, for companies to stay relevant tomorrow. As a bilingual multi-faceted executive who combines business acumen, people skills and technology expertise, I’m known for identifying untapped opportunities and orchestrating programs that bring disparate teams together to iteratively deliver high ROI as One Team. I develop inspiring visions and re-engineer processes by focusing on people first while leveraging technology and data to provide customers with experiences that matter. Specialties- Digital Transformation, Business transformation, Change management, Organizational change- Business Strategy, Service Strategy, Omnichannel Strategy - Contact Center (Digital, Retail, Call Center, IVR, Bots)- Product Management, User Centered Design, Customer Experience- Analytics, Data and Performance Optimization, Artificial Intelligence, Knowledge management- Team Leadership, Design Thinking, Accredited as an Associate Certified Coach by the ICF.
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