Senior Manager of Client Operations Strategy, Relay
+ Equity + Uncapped Commission
2-5 days a week in office
Enabling retailers to supercharge their e-commerce growth
Open for applications
Enabling retailers to supercharge their e-commerce growth
21-100 employees
Open for applications
+ Equity + Uncapped Commission
2-5 days a week in office
21-100 employees
Company mission
Realising the most efficient delivery network to create the most compelling experience for clients, consumers and relayers.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Salary benchmarks
Our take
In recent years, e-commerce has grown considerably. Despite this, the retail sector is still in the early innings of digital disruption in the US and the UK (especially when compared to more digitally mature markets such as China).
Relay enables e-commerce through re-wiring the critical delivery infrastructure to address the growth of e-commerce in the UK. Not only do they enable orders of magnitude better delivery in speed and cost for retailers and consumers, but they are also doubling down on making sure their ecosystem of delivery drivers and the planet benefit.
Relay are early stage, and backed by founders who both have considerable experience at delivery service company, Stuart. With this expertise and solving a problem within a growing market, the company are well set make a difference to how retailers provide online delivery.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
43% female employees
Company
Funding (1 round)
Nov 2023
$10m
SEED
Total funding: $10m
Company benefits
- Hybrid remote work (3 days/week in the office)
- Cool co-working office in the heart of Shoreditch
- Competitive equity and compensation package, and culture of recognition
- 25 Days Holiday (plus bank holidays)
- Monthly social events - from Crystal Maze escape rooms to pottery painting and life-size Monopoly! We also have an annual off-site where we all get together in person to celebrate our wins and plan for more success in a relaxed environment.
- Unlimited free snacks and drinks in the office (all the Dash water you can drink, a whole cupboard full of nibbles, plus we have wonderful coffee machines!)
- Contributory pension
- Perks At Work discount scheme - online shopping discounts, cheap cinema tickets, money off holidays and so much more!
- Free membership of the gym in our co-working space
Company values
- “Who?”: Relayer Obsession. Start with understanding the customer i.e., the “Relayer”. We’re constantly striving to learn about the Relayer and to improve their experience.
- “Why?”: Understanding of value being created. Seek to understand and articulate the “why” behind everything they do in order to provide measurable value. They connect their actions and decisions to their impact on the Relayer. They encourage peers to do the same.
- “How”: Taking tiny steps forward. Focus on their objectives and constantly take steps towards reaching them. They keep moving forward despite setbacks. They deliver quality work in a timely fashion.
Company HQ
Old Street, London, UK
Leadership
Nicole Mazza
(CCO)Previously worked at Stuart, becoming Commercial Director in 2018. They are also on the Board of Advisors at HYPER CRUNCH and is a Member of Pavilion.
Jonathan Jenssen
(CEO)Worked at Stuart for over five years, first as Head of Operations and later becoming General Manager.
Diversity, Equity & Inclusion at Relay
- We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know, our ears (and inboxes) are always open.
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