Commercial Analytics Programme Lead

About the role

You will own the commercial analytics programme across all strategic accounts at Relay, translating account manager and client needs into clear analytical workstreams and internal actions. You will interpret thousands of data points to diagnose root causes in the delivery network and drive the right internal teams to implement fixes. This role requires you to manage multiple programmes in parallel, balancing performance, quality, profitability, and growth metrics for each strategic client. You will act as the primary analytical voice in key account meetings, ensuring that client priorities are backed by rigorous data and actionable insights. You will directly manage a Commercial Analyst while coordinating with analysts across growth, quality, finance, and operational teams to build a unified commercial picture. Your work will ensure that external promises to clients align precisely with internal delivery and operational reality. You will leverage Relay's best-in-class operational and data systems to scale reporting and accountability as the business grows.

Key facts

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 hypotheses for operational and commercial issues, design experiments or data sets to test them, and use results to refine the delivery model.
• Translate complex operational and data outputs into clear narratives for clients, aligning with their priorities and Relay's commercial metrics.
• Coordinate cross-functional resources across quality, finance, growth, and operational pillars (first mile, sort, middle mile/partner services, last mile) to solve problems with no single owner.

Requirements

• You are a data-led problem solver with experience owning analytics programmes for a portfolio of strategic accounts.
• You have a strong background in interpreting high-volume operational or commercial data sets and turning them into clear insights.
• You are comfortable working with large volumes of data, including metrics such as on-time attempts, on-time delivery, did-not-receive rates, lost-in-transit rates, unit economics, and client profitability.
• You have experience coordinating across multiple internal teams and stakeholders to resolve issues that cut across organisational boundaries.
• You have a track record of managing direct reports and influencing peers and stakeholders without formal authority.
• You have strong written and verbal communication skills, with experience presenting analytical findings to senior stakeholders.
• You are highly organised and able to manage multiple workstreams, deadlines, and priorities in a fast-paced environment.
• You are comfortable working in a rapidly scaling environment where processes are evolving and ownership is high.

Nice to have

• Experience in logistics, e-commerce, or a related performance-driven sector.
• Background in operations research, data science, or a quantitative discipline.
• Experience with A/B testing or experimental design in a commercial or operational context.
• Familiarity with logistics networks, carrier operations, or last-mile delivery challenges.

Practical notes

This is a full-time role based in London with hybrid working arrangements. The position reports to the Commercial leadership team and requires close collaboration with delivery, operations, and client-facing functions. Travel is primarily within the UK for stakeholder meetings and client engagements. The role is covered by standard Relay employment policies and eligibility criteria.