Director of Client Performance & Delivery Quality

relay; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Generous equity

Private health & dental coverage

25 days holidays

Enhanced parental leave

Shoreditch office with 1 remote day

Hardware of your choice

Gym subsidies

Cycle-to-work

Friday office lunch and Uber home

Job summary

Relay is seeking a senior leader in London to own delivery quality end to end for our strategic accounts. You will work with engineers, data scientists and product teams to translate complex modelling outputs into actionable client-focused decisions.

You will build and lead a small team, report to the CEO, and shape how we measure and improve performance across our network. This role blends analytics with high-stakes client-facing influence in a fast-moving logistics tech company.

Qualifications

• Analytical mindset with ability to translate data into decisions.
• Experience turning business problems into actionable tasks.
• Ability to influence across engineering, product and client teams.

Responsibilities

• Own delivery quality end to end for strategic accounts: know where performance breaks, what we fix, and the value of each intervention.
• Work closely with engineers, product designers, and data scientists to turn modelling outputs into client-ready decisions.
• Partner with Account Managers on client performance with clear diagnosis, priorities, and plans.
• Build a compelling performance narrative that connects data, product work, and operational changes to client outcomes.
• Turn roadmaps into measurable impact and track progress against commitments.
• Set standards for linking network work to loss reduction and drive cross-team adoption.
• Build and lead a small team within the Relay performance function and grow the remit over time.
• Report to the CEO and provide executive visibility into performance for our largest clients.

Skills

Analytical thinking

Stakeholder management

Cross-functional collaboration

Data storytelling

Job description

Relay is seeking a senior leader in London to own delivery quality end to end for our strategic accounts. You will work with engineers, data scientists and product teams to translate complex modelling outputs into actionable client-focused decisions.

You will build and lead a small team, report to the CEO, and shape how we measure and improve performance across our network. This role blends analytics with high-stakes client-facing influence in a fast-moving logistics tech company.