City Manager - North West

Company Mission

In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom line for small businesses.

Relay is an e-commerce-native logistics network. We are built from the ground up for environmental, social, and economic sustainability. By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.

At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them. That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t like what you ordered, at the tap of a button we’ll send someone to pick it up.

To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated user experiences that guide our team members on the ground. 

About the Role

As a rapidly expanding and operationally complex company, Relay is seeking a City Manager for the North West Region to lead our last-mile logistics expansion and support our on-site operations.

Location: North West Region (Liverpool or Manchester)

As the City Manager - North West at Relay, you can expect to

• Oversee daily logistics operations, ensuring smooth processes across the region.

• Lead communication with external and internal partners (pitstop facilities, middle-mile couriers and sortation operatives). Assist with local assignments related to these stakeholders.

• Advise on appropriate pricing levels for base pay and surge incentives in order to meet cost efficiency and on-time performance targets.

• Coordinate with operations leads on geographical expansion and special projects.

• Manage local courier satisfaction and experience, ensuring high engagement scores.

• Provide weekly updates on project and performance progress to the operations management team.

• Act as a local expert by advising on the unique characteristics of different areas within the city, including factors such as local events, traffic conditions, and other elements that may impact delivery performance and cost efficiency.

• Balance supply and demand by working with business operations, courier operations, and the onboarding team to ensure enough riders are in the right place at the right time. Collaborate with the Courier Growth team to design and implement onboarding plans.

• Oversee the local fleet structure, quality control, and incentive programs, while managing courier relations.

• Conduct root cause analysis to identify and proactively address areas for operational improvement.

• Work with cross-functional teams to plan the rollout of new clients, pickup locations, and service verticals.
  

We are looking for candidates who have

• Minimum of 2 years of experience in consulting, retail, FMCG, or operations roles.

• Background in logistics, delivery, or ride-hailing companies is preferred.

• Data-driven, with a passion for problem-solving.

• Travel around the North West Region for new city launches and postcode expansion.

• Ability to work independently and as part of a team

• Eagerness to learn the business from the ground up and contribute new ideas.

• Proven ability to take ownership and use initiative in decision-making.

• Excellent interpersonal and communication skills.

• Experience in a fast-growing start-up is a plus!

Relay is offering

• 25 days annual leave per year (plus bank holidays).

• Generous equity package.

• Bupa Global: Business Premier Health Plan - Comprehensive global health insurance with direct access to specialists, dental care, mental health support and more.

• Contributory pension scheme.

• Hybrid working

• Free membership of the gym in our co-working space in London.

• Cycle-to-work scheme

• A culture of learning and growth, where you're encouraged to take ownership from day one.

• Plenty of team socials and events - from pottery painting to life-size Monopoly and escape rooms