Marius Urbonas

I work across digital product development, business process improvement and change management, with experience taking customer-facing services and complex projects from initial need through delivery. I analyse business and customer needs, map and improve processes, translate requirements into clear tasks for IT teams and coordinate implementation. My background spans customer service, sales, CRM, marketing and product communication across Lithuanian and international markets.

Digital Development Specialist - Product Owner at InMedica - Meliva (2025-12 – Present)

• Coordinate digital product and business process development from identifying needs through technical implementation, testing and launch.
• Analyse business, customer and internal user needs, map processes and translate them into functional requirements and prioritised tasks for IT teams.
• Improve the mobile app, patient self-service platform, registration journey and internal IT systems by automating activities, shortening processes and reducing manual work.
• Contribute to the development of a new healthcare subscription service, covering the business model, customer journey, contracts, payments, billing, registration processes and preparation of the technical solution.
• Work closely with IT, medical, customer service, finance, legal and management teams, as well as external partners, to analyse KPIs, align decisions and implement changes through to completion.

Retention Project Manager at Amber Gaming (2024-06 – 2025-06)

• Developed and executed the retention strategy for 7bet's launch in the United Kingdom, managing the process from strategy to campaign implementation.
• Implemented behavioral segmentation and personalized communication via Email and SMS channels to enhance customer engagement.
• Conducted A/B testing and monitored KPIs, such as retention and engagement metrics, continuously improving campaign performance.

Group Customer Experience Project Manager at Gera Dovana Group (2022-06 – 2024-06)

• Developed and implemented a training system for customer service teams in Lithuania, Latvia, and Poland, significantly reducing onboarding time and improving service quality.
• Analyzed customer touchpoints and optimized call, chat and live support processes, enhancing key KPIs such as reduced response times and increased NPS scores.
• Acted as Product Owner for divisional systems, managing the roadmap and backlog while collaborating closely with the IT team during sprint planning.
• Initiated and coordinated customer experience projects across multiple countries, working with cross-functional teams to ensure seamless execution.

Marketing Project Manager at Kesko Senukai Lithuania (2020-11 – 2022-04)

Managed visual design and branding implementation projects for new and refurbished retail stores, coordinating external agencies and suppliers while ensuring delivery on time, within budget, and aligned with brand standards.

Brands Merchandiser at Sandmani Grupi AS (2020-01 – 2020-11)

Managed JBL and Tefal brand presence in the Lithuanian market, coordinating retail campaigns and delivering product training for sales teams.

B2C Sales manager at Telia Lietuva (2015-09 – 2019-12)

Delivered high quality customer service and consistently exceeded sales targets, trained and onboarded new team members, and supported store management as deputy when required.

Bachelor's in Marketing – Kaunas University of Technology