Client Network Performance Programme Manager

• Own the end-to-end view of client network performance across OTA, OTD, DNR, and LIT for strategic accounts • Take performance briefs from Account Managers, dissect the problem across operational squads (first-mile, sortation, middle-mile, last-mile, quality), and build structured improvement plans • Drive squads to deliver against those plans: set targets, track progress, chase owners, and escalate when things stall • Build the presentations and decks that tell the performance story to clients: what happened, why, what we're doing about it, and what progress looks like • Own the long-term performance narrative for each strategic account, so Account Managers always have an accurate, up-to-date picture to communicate • Keep Account Managers and clients informed with regular, accurate updates on progress across all active improvement initiatives • Partner with data and analytics teams to ground every initiative in real metrics, not assumptions or anecdote • Take what Relay's quality and observability systems surface, turn it into structured improvement programmes, and drive them to completion before clients need to ask • You have a consulting or client-facing background with at least 6 years of experience, and you're comfortable turning cross-functional problems into structured programmes with clear owners and outcomes • You think strategically about how individual initiatives fit into a longer-term performance story, and you communicate that clearly to both internal and external stakeholders • You're highly analytical. You can read the data, challenge what squads are telling you, and know whether an improvement plan is actually delivering • You build excellent presentations. You can take complex operational detail and turn it into a clear, compelling story for a client audience • You communicate with precision and build trust quickly across technical teams, commercial teams, 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. 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.