Commercial Analytics Programme Lead

Job description

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, lost-in-transit rates, unit economics, and client profitability. Our clients hold us to that same bar, and our commercial org is where those conversations happen. Behind every strategic account is a rich set of numbers that need to be read, interpreted, and turned into a story. This role owns that. As Commercial Analytics Programme Lead, you own the commercial analytics programme across our strategic accounts. This role is critical in keeping our commercial metrics moving in the right direction (performance and quality, profitability, growth), and communicating that improvement to clients in a way that meets their priorities. AMs and their clients bring you the things that matter most. You take those needs, find the root cause across our network and commercial ops, and drive the right internal teams to fix them. You're the connective tissue between what clients are asking for and what Relay's squads are building, and you stay across both sides until what we're saying externally matches what we're delivering internally. You run multiple commercial analytics programmes in parallel across the full strategic account base: performance and quality, profitability, and growth. Each has its own cadence, KPIs, and reporting standards, and you own all of them. When an AM brings a live problem (a DNR spike, a margin slip, a pipeline risk), you triage it across the account base, diagnose where in the value chain the root cause sits, and commission the right internal teams to fix it. You sequence their work so the fix lands in time for the client conversation. You manage a Commercial Analyst as a direct report, with the other analytical resources across the business (growth and expansion, quality, finance) on dotted lines in so you can pull together the full commercial picture. Relay has best in class operational teams, account managers, and data capabilities. Our squads build and deliver. This role keeps them pointed at the commercial problems that matter, challenges their output, and holds them to the dates we've committed externally. You coordinate across quality, finance, growth and expansion, and the operational pillars (first mile, sort, middle mile / partner services, last mile), and you're creative about how you pull resource together when no single squad owns the problem. The job has two sides that run together: moving commercial metrics through the internal delivery, and communicating that progress to clients in a way that meets their priorities. You own both. Relay is investing heavily in quality and observability systems that will increasingly tell us exactly where we're winning and losing. More visibility means more to act on and more to report. This role scales with that. WHAT YOU'LL DO - 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 WHO WILL THRIVE IN THIS ROLE? - 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 1. Talent Acquisition Interview - 30 min 2. Hiring Manager Interview - 60 min 3. Case Study - Onsite - 75 min 4. Final Interview - 1 hour 5. Decision and offer within 48 hours; Our process mirrors our pace of work. Compensation, Benefits & Workplace - 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. - Located in Shoreditch, our office set-up enables the kind of in-person interactions that drive impact. We work 4 days on-site, with 1 day remote. - Hardware of your choice. - Extensive perks (gym subsidies, cycle-to-work, Friday office lunch, covered Uber home and dinner for late nights, and more). Who Thrives at Relay? - Aim with Precision: You define problems clearly and measure your impact meticulously. - Play to Win: You chase bold bets, tackle the hard stuff, and view constraints as fuel, not friction. - 1% Better Every Day: You believe that small, consistent improvements lead to exponential growth. You move quickly, deliver results, and learn from every experience. - All In, All the Time: You show up and step up. You take ownership from start to finish and do what it takes to deliver when it counts. - People-Powered Greatness: You invest in your teammates. You give and receive feedback with care and candour. You build trust through high standards and shared success. - Grow the Whole Pie: You seek out win-win solutions for merchants, couriers, and our customers, because when they thrive, so do we. If these resonate, and you combine strong technical fundamentals with entrepreneurial drive, let’s connect. Relay is an equal-opportunity employer committed to diversity, inclusion, and fostering a workplace where everyone thrives.