Client Network Performance Programme Manager

Client Network Performance Programme Manager Relay is fundamentally reshaping how goods move in an online era. Backed by Europe’s largest-ever logistics Series A ($35M), led by deep-tech investors Plural (whose portfolio spans fusion energy and space exploration), Relay is scaling faster than 99.98% of venture-backed startups. We're assembling the most talent-dense team the logistics industry has ever seen 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 • ~110 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 A ... (truncated, view full listing at source)