Relay Technologies - Client Network Performance Programme Manager

• Own the commercial analytics programme end to end across all strategic accounts, covering performance and quality, profitability, and growth • Take AM and client needs (performance concerns, profitability questions, growth asks), translate them into internal work, commission the right squads and analysts, and sequence delivery so commitments land on time • Work directly with AMs and their clients, joining MBRs, strategic reviews, and escalation conversations as the analytics voice in the room • Manage a Commercial Analyst as a direct report, with the other analysts across the business (growth and expansion, quality, finance) on dotted lines in to pull together the full commercial picture • Build and own the reporting cadence for strategic accounts, so every AM has an accurate, up-to-date picture of how their client is performing commercially and operationally • Shape the commercial narrative for each strategic account: what happened, what it means, what we're doing about it, and where we're going • Diagnose root cause across the value chain when a commercial problem surfaces, whether it's landing in first mile, sort, middle mile, or last mile, and point the right teams at it • Sit across the squads' delivery. You're not executing the work, you're directing it, challenging it, and keeping external commitments aligned with internal progress • Run programmes across quality, finance, growth and expansion, and the operational pillars. Commission the work, sequence it, and hold teams accountable to the dates we've committed. Be creative about pulling resource across boundaries when no single team owns the problem • Take what Relay's quality, observability, and finance systems surface and turn it into a managed commercial narrative before clients need to ask • You're an experienced Programme Manager or Management Consultant (or similar background), comfortable running a programme end to end and not just an initiative • You're an experienced people manager, comfortable running both direct reports and dotted-line teams • You're genuinely client-facing. You're happy in the room with a demanding client, you can hold your own on the numbers, and AMs trust you to represent them well • You think strategically about how commercial performance and quality, profitability, and growth fit together into one story, and you communicate that clearly to both internal and external stakeholders • You think in portfolios, not accounts. You're comfortable making differentiated decisions about who gets hypercare and who gets a lighter touch, and holding that line with AMs when a smaller account asks for more than its share • You're creative about getting work done across team boundaries. When no single squad owns the problem, you assemble the resource and drive it • You're highly analytical and comfortable in the weeds. You can sit with the data, spot where the story is weak, challenge what analysts and pillars are telling you, and satisfy yourself the numbers support the narrative before it goes to a client • You build excellent presentations. You can take complex operational and financial detail and turn it into a clear, compelling story for a client audience • You communicate with precision and build trust quickly across commercial teams, operational pillars, finance, 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, and 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.