Commercial Analytics Programme Lead

Relay Technologies; Greater London; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Generous equity

Private health & dental coverage

25 days of holidays

Enhanced parental leave

Hardware of your choice

Gym subsidies

Friday office lunch

Job summary

Relay Technologies seeks a Client Network Performance Programme Manager to oversee and improve network performance for strategic accounts. This role involves building structured improvement plans, collaborating with operational teams, and effectively communicating the performance narrative to clients. The ideal candidate will have over 6 years in a client-facing role, strong analytical skills, and the ability to lead cross-functional initiatives. Generous equity, private health coverage, and extensive perks are included in the offer.

Qualifications

• 6+ years of experience in a consulting or client-facing role.
• Ability to build structured programs with clear outcomes.
• Experience in logistics or complex operational environments a plus.

Responsibilities

• Own client network performance across strategic accounts.
• Build improvement plans and drive teams to deliver.
• Communicate progress and performance to clients accurately.

Skills

Analytical skills

Excellent presentations

Communication

Cross-functional leadership

Follow-through

Job description

About the Role

Relay is building the UK's most intelligent delivery network. Every parcel that moves through our system makes the network smarter, and we hold ourselves and our clients to high metrics such as on‑time attempts, on‑time delivery, did‑not‑receive rates, and lost‑in‑transit rates. Behind each metric is a chain of operations that spans collection, sortation, middle‑mile and last‑mile delivery. When performance slips, the root cause is rarely in one place, and fixing it means working across every team in the network.

As Client Network Performance Programme Manager, you own the end‑to‑end programme of improving network performance across Relay’s strategic accounts. You take the problems that matter most, work across every operational team to understand what’s driving them, build structured improvement plans, and drive the squads to deliver. You hold squads accountable to their improvement roadmaps, track the evidence that it’s working, and own the narrative that shows our clients we’re getting better, consistently and measurably.

Responsibilities

• Own the end‑to‑end view of client network performance across OTA, OTD, DNR, and LIT for strategic accounts.
• Take performance briefs from Account Managers, dissect the problem across operational squads (first‑mile, sortation, middle‑mile, last‑mile, quality), and build structured improvement plans.
• Drive squads to deliver against those plans: set targets, track progress, chase owners, and escalates when things stall.
• Build presentations and decks that tell the performance story to clients: what happened, why, what we’re doing about it, and what progress looks like.
• Own the long‑term performance narrative for each strategic account, so Account Managers always have an accurate, up‑to‑date picture to communicate.
• Keep Account Managers and clients informed with regular, accurate updates on progress across all active improvement initiatives.
• Partner with data and analytics teams to ground every initiative in real metrics, not assumptions or anecdote.
• Take what Relay’s quality and observability systems surface, turn it into structured improvement programmes, and drive them to completion before clients need to ask.

Qualifications

• You have a consulting or client‑facing background with at least 6 years of experience, and you’re comfortable turning cross‑functional problems into structured programmes with clear owners and outcomes.
• You think strategically about how individual initiatives fit into a longer‑term performance story, and you communicate that clearly to both internal and external stakeholders.
• You are highly analytical. You can read the data, challenge what squads are telling you, and know whether an improvement plan is actually delivering.
• You build excellent presentations. You can take complex operational detail and turn it into a clear, compelling story for a client audience.
• You communicate with precision and build trust quickly across technical teams, commercial teams, and senior stakeholders.
• You are relentless on follow‑through. When something stalls, you chase it. When a commitment is made, you make sure it’s delivered.
• You are comfortable driving outcomes across teams without direct authority. You lead through structure, persistence, and credibility.
• Experience in logistics, delivery, or a complex operational environment is a plus, but what matters more is the ability to learn a new domain quickly and hold your own with subject‑matter experts.

Benefits

• Generous equity, richer than 99% of European startups, with annual top‑ups to share Relay’s success.
• Private health & dental coverage, comprehensive and competitive.
• 25 days of holidays.
• Enhanced parental leave.
• Located in Shoreditch; office set‑up enables in‑person interactions that drive impact. We work 4 days on‑site, with 1 day remote.
• Hardware of your choice.
• Extensive perks (gym subsidies, cycle‑to‑work, Friday office lunch, covered Uber home and dinner for late nights, and more).

Workplace Culture

• Aim with Precision: Define problems clearly and measure impact meticulously.
• Play to Win: Chase bold bets, tackle the hard stuff, and view constraints as fuel, not friction.
• 1% Better Every Day: Deliver results quickly, learn from every experience.
• All In, All the Time: Take ownership from start to finish and deliver when it counts.
• People‑Powered Greatness: Invest in teammates, give & receive feedback with care and candour.
• Grow the Whole Pie: Seek win‑win solutions for merchants, couriers, and customers.

Equal Opportunity

Relay is an equal‑opportunity employer committed to diversity, inclusion, and fostering a workplace where everyone thrives.