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Client Network Performance Programme Manager

RelayLondon - Hybrid
Hybrid Full-time

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Experience Level

Manager

Qualifications

Key Qualifications:Proven experience in program management or operational excellence within the logistics or technology sectors. Strong analytical skills with a data-driven approach to problem-solving. Exceptional communication and interpersonal abilities to liaise effectively with diverse teams and clients. Demonstrated ability to manage multiple initiatives simultaneously while maintaining a focus on strategic objectives. Experience with performance metrics and operational improvement methodologies.

About the job

Relay is revolutionizing the logistics landscape in the digital age. With the backing of Europe's largest logistics Series A funding round ($35M), led by pioneering deep-tech investors Plural, Relay is outpacing 99.98% of venture-backed startups. We are assembling an exceptionally skilled team that is set to redefine the logistics industry.

Our Mission is to eliminate barriers to commerce. The high cost of delivery acts as a hidden tax on e-commerce, influencing what products can be sold online and who can partake in the market. We envision a future where goods flow more freely among a wider audience, ensuring a seamless online shopping experience accessible to everyone.

THE TEAM
• A dynamic team of ~110 people, over 50% of whom are specialists in engineering, product, and data
• A strong academic foundation with 45+ advanced degrees in fields such as computer science, mathematics, and operations research
• Extensive data analytics with thousands of data points captured, calculated, analyzed, and predicted for each parcel in our system
• A vibrant culture characterized by first-principles thinking, rapid feedback loops, and a commitment to experimentation.

The Opportunity

Relay is developing the UK's most sophisticated delivery network. Each parcel that passes through our system enhances network intelligence, and we maintain high standards on key performance metrics: on-time attempts, on-time delivery, did-not-receive rates, and lost-in-transit statistics. Our clients expect the same commitment to excellence. Each metric reflects an extensive operational chain involving collection, sortation, middle-mile, and last-mile delivery. When performance dips, the solution often spans multiple teams within the network.

As the Client Network Performance Programme Manager, you will spearhead initiatives to enhance network performance for Relay’s key accounts. You will identify critical operational issues, collaborate with diverse teams to uncover root causes, develop structured improvement plans, and drive execution. Accountability for improvement roadmaps rests with you, alongside tracking progress and communicating our achievements to clients to demonstrate consistent, measurable enhancements.

This role serves as a vital connector among Relay's elite operational teams, account managers, and data capabilities, ensuring that both problem solvers and client communicators have the necessary resources to succeed.

About Relay

Relay is at the forefront of transforming logistics for the online marketplace. With significant financial backing and a commitment to reducing delivery costs, we are dedicated to making the e-commerce experience smoother for everyone.

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