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Head of Client Performance

Relay Technologies· Commercial
Apply on company site
London - HybridFull-timePosted 8mo ago

About the role

Relay is building systems to measure and improve delivery quality for strategic accounts, combining data, engineering, and product with client-facing storytelling to turn insights into 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 data, product work, and operational changes into a narrative about outcomes and next steps.
  • Turn roadmaps into measurable impact. Move from generic timelines to quantified delivery and impact estimates.
  • Set the standard for connecting what the network builds to the loss it reduces, and drive adoption across teams.
  • 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 performance for our biggest clients.

Qualifications

  • Experience owning outcomes that mattered for more than a year
  • Ability to transform ambiguous problems into a clear agenda
  • Ability to work with account managers, engineers and data scientists to translate business problems into buildable solutions
  • Proven ability to influence without direct authority and drive cross-functional collaboration
  • Strong analytical skills, comfortable with data and model outputs
  • Judgment to assess work in domains you don’t own, asking the right questions
  • Client-facing experience with senior clients and numbers you didn’t personally produce
  • Ability to sequence complex work with multiple dependencies
  • Portfolio thinking: prioritize attention and resources across multiple clients

Skills

Required:Delivery quality managementCross-functional collaboration

Benefits

  • Generous equity with annual top-ups
  • Private health & dental coverage
  • 25 days of holidays
  • Enhanced parental leave
  • Located in Shoreditch; 4 days on-site, 1 day remote
  • Hardware of your choice
  • Extensive perks (gym subsidies, cycle-to-work, Friday office lunch, Uber/dinner for late nights)
Last updated Sep 23, 2026. Interested? Apply on the company site.

About Relay Technologies

Built for speed, engineered for excellence, designed for growth - turn the final mile into the final 100m.

Relay is a tech-enabled delivery network, empowering businesses to grow and elevate their e-commerce operations.

E-commercedeliverylogisticstechnology
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