Senior Manager - Client Operations Strategy - Relay

Company mission

In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses.

Relay is an e-commerce-native logistics network. We are built from the ground up for environmental, social, and economic sustainability. By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.

At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them. That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t like what you ordered, at the tap of a button we’ll send someone to pick it up.

To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated user experiences that guide our team members on the ground. 

About the role

We are seeking a dynamic and results-driven Senior Manager - Client Operations Strategy, to act as a critical link between Operations and Customer Success. This role will ensure seamless communication internally of all network initiatives while driving alignment between internal stakeholders and client-facing teams. As a key point of contact, you will consolidate inputs from various streams, and help communicate these efforts in a way that supports client satisfaction and business growth. 

This role requires a combination of operational understanding and commercial expertise, stakeholder management skills, and strategic oversight. You will serve as a bridge, ensuring that the operational and technical improvements are communicated to the Customer Success and new business teams in a clear, cohesive narrative to present to clients to push growth. This role is ideal for someone who has operated at the intersection of operations, technology, and client-facing teams. You are comfortable understanding complex, cross-functional projects, and thrive in a fast-paced, high-stakes environment. 

As Senior Manager - Client Operations Strategy at Relay, you will be responsible for:

• Liaison Between Ops and Customer Success: Serve as the primary point of contact between Operations, Technology, and Customer Success to ensure alignment and reporting on network performance and client expectations. Facilitate regular feedback and communication between Operations and Customer Success to ensure ongoing alignment on priorities and metrics.

• Understanding Network Performance through Clear Reports & Analyses: Deeply understand the multiple workstreams related to network performance, providing an end-to-end view of progress to commercial.

• Streamline Communication: Consolidate inputs from cross-functional teams, reducing silos and presenting a cohesive narrative to the customer success team to enable growth.

• Understanding the market dynamics: act as a strategic advisor and support the commercial team to drive growth outcomes

• Analytical Client-Centric approach: Translate technical and operational data into clear, client-friendly insights demonstrating network improvements.

We are looking for candidates who have

• Background: 6+ years of experience. If you have experience acting as a Chief of Staff or Management Consultant with operations expertise this could be the next step for you. 

• Proven experience in Operations Management or related fields, with a strong focus on network performance or operational improvements.

• Exceptional Communication Skills, with the ability to translate technical and operational details into clear and simple client-centric language in the form of slides and meetings.

• Strong Analytical and Problem-Solving Skills, with the ability to synthesise data from multiple sources to provide a holistic view of network performance.

• Proactive and Collaborative – Ability to work cross-functionally and align various

• Experience in Client-Facing Roles – Understanding of client management dynamics and expectations, especially in a high-pressure, performance-driven environment.

• Nice to have: Experience in working with technical teams

Relay is offering

• 25 days annual leave per year (plus bank holidays).

• Generous equity package.

• Bupa Global: Business Premier Health Plan - Comprehensive global health insurance with direct access to specialists, dental care, mental health support and more.

• Contributory pension scheme.

• Hybrid working in our Dog-friendly co-working space; we're based in London near Old Street tube station.

• Free membership of the gym in our co-working space in London.

• Cycle-to-work scheme.

• A culture of learning and growth, where you're encouraged to take ownership from day one.

• Plenty of team socials and events - from pottery painting to life-size Monopoly and escape rooms.