Head of Client Performance

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. This role is where those models meet the customer, and where insight becomes action.

Responsibilities

Own delivery quality end to end for our strategic accounts: know where performance is breaking, what we're fixing, in what order, and what each intervention is worth; Work shoulder to shoulder with engineers, product designers, and data scientists, close enough to the modelling to understand what an output can and can't support, and turn technical capability into decisions clients can act on; Partner hand in hand with our Account Managers on client performance. You'll be their key counterpart on the performance of our strategic accounts: bringing the numbers, diagnosis, priorities, and plan, while working together to turn that into a joined-up experience for the client; Build a compelling performance story that starts with the client's needs. Connect what we're seeing in the data, what Relay is building, and what is changing operationally into a clear narrative about the outcomes that matter to the client and what we should do next; Turn roadmaps into measurable impact. Move us from "ships in March" to "ships in March, should move your rate by roughly this much, and here's how we'll know."; Set the standard for connecting what the network builds to the loss it reduces, and drive adoption across teams that don't report to you; Build and lead a small team, raising the bar for how Relay manages client performance and growing the function as the remit expands; Report to the CEO, with a direct line to the exec team on how we're performing for our biggest clients

Requirements

You've owned an outcome that mattered for more than a year, not just made the recommendation, handed it over and moved on; You turn ambiguous problems into a clear agenda. You can work out what matters, what needs to happen first and which questions actually change the decision; You know how to work with account managers, engineers and data scientists, because you can translate a business problem into something they'll actually build; You get things done through teams that don't report to you, using clarity, judgement and influence rather than escalation; You're highly analytical and comfortable in the weeds. You can sit with the data, spot where a story is weak, challenge what you're being told and know what a model's output can and can't support; You can judge work in a craft you don't own. Your analyst says a fix moves the number by a third and you're not sure. You know the questions to ask; You're genuinely client-facing. You're comfortable in the room with a demanding senior client, holding your own on numbers you didn't personally produce and owning the answer when things don't go to plan; You sequence complex work well. Several dependencies, one client commitment: you know what ships first, what ships imperfectly and what gets cut; You think in portfolios, not accounts, and are comfortable making differentiated calls about where attention and resources should go; Ability to learn a domain quickly, reason from first principles and hold your own with subject-matter experts

Nice to have

Experience in logistics, delivery or another complex operational environment

Benefits

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; Hardware of your choice; Extensive perks (gym subsidies, cycle-to-work, Friday office lunch, covered Uber home and dinner for late nights, and more)