Client Network Performance Programme Manager

Relay’s Mission is to free commerce from friction . Today, high delivery costs act as a hidden tax on e-commerce, quietly shaping what can be sold online and limiting who can participate. We envision a world where more goods move more freely between more people , making the online shopping experience seamless and accessible to everyone. THE TEAM

• ~90 people , more than half in engineering, product and data
• 45+ advanced degrees across computer science, mathematics and operations research
• Thousands of data points captured, calculated, analysed and predicted for every single parcel we handle
• An intellectually vibrant culture of first-principles thinking , tight feedback loops and relentless experimentation

The Opportunity

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 to a high bar on the metrics that prove it: on-time attempts, on-time delivery, did-not-receive rates, and lost-in-transit rates. Our clients hold us to that same bar. 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.

Relay has best in class operational teams, account managers, and data capabilities. This role connects them. You sit between the experts who are solving problems and the people who are communicating progress to clients, making sure both sides have what they need. You manage a portfolio of performance initiatives across Relay’s strategic accounts, driving squads to hit their targets, and making sure Account Managers always have a clear, accurate, evidence-based story to take back to the client.

You will need to understand how Relay’s network operates at each stage: analytical enough to interrogate the numbers and know whether an improvement plan is on track or falling behind. Relay is investing heavily in quality and observability systems that will increasingly tell operational teams exactly where they’re going wrong. Your job is to take what those systems surface, turn it into a managed programme of fixes across the right squads, and keep the external narrative to clients showing that we’re marching forward. More visibility means more initiatives. This role scales with that.

What You’ll Do

• 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 escalate when things stall
• Build the 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

• 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’re 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’re relentless on follow-through. When something stalls, you chase it. When a commitment is made, you make sure it’s delivered
• You’re 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

Fast and Focused Hiring Process

• Talent Acquisition Interview - 30 min
• Hiring Manager Interview - 60 min
• Case Study - Onsite - 75 min
• Final Interview - 1 hour
• Decision and offer within 48 hours; Our process mirrors our pace of work.

Compensation, Benefits & Workplace

• Generous equity, richer than 99% of European startups , with annual top-ups to share Relay’s success.
• Private health & dental coverage , so comprehensive you’d need to be a partner at a Magic Circle law firm to match it.
• 25 days of holidays
• Enhanced parental leave .
• Located in Shoreditch, our office set-up enables the kind of 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).

Who Thrives at Relay?

• Aim with Precision: You define problems clearly and measure your impact meticulously.
• Play to Win: You chase bold bets, tackle the hard stuff, and view constraints as fuel, not friction.
• 1% Better Every Day : You believe that small, consistent improvements lead to exponential growth. You move quickly, deliver results, and learn from every experience.
• All In, All the Time : You show up and step up. You take ownership from start to finish and do what it takes to deliver when it counts.
• People-Powered Greatness : You invest in your teammates. You give and receive feedback with care and candour. You build trust through high standards and shared success.
• Grow the Whole Pie : You seek out win-win solutions for merchants, couriers, and our customers, because when they thrive, so do we. If these resonate, and you combine strong technical fundamentals with entrepreneurial drive, let’s connect.