Commercial Strategy and Operations Manager

Relay is fundamentally reshaping how goods move in an online era. Backed by Europe’s largest-ever logistics Series A ($35M), Relay is scaling faster than 99.98% of venture-backed startups. 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’s clients are some of the biggest e-commerce giants in the market — household names with ten‑figure logistics spend a year. This role sits at the heart of those relationships and is core to how Relay delivers on its profitable growth targets. You’ll work directly alongside our Customer Success and Commercial leadership, owning the strategy and execution that keeps our most strategic accounts growing, and building the commercial infrastructure that turns profitable growth opportunities into repeatable, scalable outcomes. This isn’t a narrow, single‑lane role — you’ll be the connective tissue between strategy and execution: defining how we go to market, ensuring our commercial operations run smoothly, and owning some of our highest‑value client programmes end‑to‑end.

What You’ll Do

• Own go‑to‑market strategy across existing and new client segments — building the commercial frameworks and client proposals that drive faster deal execution and profitable growth
• Take ownership of client profitability — working with commercial analytics to identify margin risks and driving the interventions that fix them
• Run the commercial and operational cadence behind a portfolio of strategic clients — ensuring governance, action tracking, and value delivery are tightly managed
• Design and maintain the operational infrastructure that keeps the commercial team running — from process improvements and tooling to the playbooks that let CS scale consistently
• Identify and pursue profitable growth opportunities within the existing client base and work closely with the account management team to build and pitch these to the client portfolio

Who Will Thrive in this role?

• A commercial thinker with operational range. You care about what drives revenue and margin — and you’re equally comfortable shaping a GTM strategy and getting into the details of a client programme review.
• A structured problem‑solver who follows through. You take complex, ambiguous problems and distill them into something navigable. People rely on you to close things out.
• Comfortable with data and AI. You use data to drive decisions and actively seek ways to leverage AI tools to optimize your work. You work to figure out the right questions to ask.
• Experience in commercial, strategy, or operations — ideally in tech, logistics, retail, or B2B. You don’t need to have done all three pillars of this role already, just enough to hit the ground running.
• Curious, collaborative, and client‑aware. You have an appetite to work across a broad spectrum of projects, grow your client muscle, and invest in the people around you.
• Mandarin speaker, comfortable working with clients across Chinese speaking markets.

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).

Fast and Focused Hiring Process

• Talent Acquisition Interview - 30 min | [Remote]
• Hiring Manager - 45 min | [Remote/Onsite]
• Case Study - 60 min | [Onsite]
• Cross functional Interview - 30 min [Remote/ Onsite]
• Final Interview - 30 min [Remote/ Onsite]
• Decision and offer within 48 hours. Our process mirrors our pace of work.

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.