Sean Feybush

Associate Vice President Retention Strategy @DIRECTV

Responsible for DIRECTV subscriber churn and allocating $1bn+ annual retention budget. Manage team of 25 strategists across 3 teams lead by senior directors. Team continuously tests offer strategy through robust testing program (50+ tests annually) to ensure spend is optimized to deliver maximum cash flow. Programs include all customer loyalty programs including winbacks and movers – delivering savings to over 2M customers annually. Identified and closed operational and systemic gaps saving $400M over 3yrs while delivering lower DIRECTV churn in 5 years – reduced churn by over 10bps YoY despite compounding impact of continued cord-cutting and macro-economic pressures. Additionally assess and sign off on churn forecast and all product/initiatives impacting churn.