Primark is one of Europe’s fastest‑growing value retailers, operating at scale across multiple countries, formats and distribution models. Rapid international expansion placed increasing pressure on core retail and logistics operations, exposing limitations in legacy systems, inconsistent processes and fragmented vendor management.
To support its growth ambitions, Primark partnered with Expleo to modernise core operational systems, introduce consistent governance and establish a scalable delivery model for global transformation. Together, Expleo and Primark built the operational foundations required to support rapid, repeatable expansion across international markets.
Key Figures
The challenge
Primark’s ambitious growth plans were constrained by ageing Workforce Management (WFM) and Electronic Point of Sale (EPOS) systems, alongside inconsistent operational processes across markets. Operating within a complex multi‑vendor landscape increased delivery risk and reduced efficiency. With major programmes spanning multiple countries and thousands of colleagues, Primark needed stronger governance, structure and a consistent approach to large‑scale transformation.
The solution
Expleo worked in close partnership with Primark to design and deliver a scalable transformation model that could be replicated across markets and programmes.
A unified Programme Management Office (PMO) and dedicated Change team were established to bring governance, control and consistency to delivery. This was supported by the deployment of modern retail and logistics systems, alongside process standardisation and improved operational oversight.
Key elements of the solution included:
- Deployment of a modern Workforce Management system to improve staffing accuracy, rota planning and workforce forecasting
- Upgrade of EPOS and checkout systems to support store efficiency and customer experience
- Automation of warehouse and depot processes to optimise stock flow and logistics performance
- Implementation of technology and governance frameworks to support international franchise expansion
- Embedding Expleo’s delivery model within Primark to support future phases and long‑term transformation
The Outcome
Primark gained a scalable, cost‑efficient foundation for sustained global expansion, delivering over €4 million in annual cost savings. Through a phased transformation, the programme supports up to 78,000 employees across 375 stores, underpinned by stronger governance, improved workforce forecasting and smoother store and depot operations. With more than 500 projects delivered, the transformation enables Primark to enter new markets and launch new formats with confidence, while continuing to scale into additional countries.
How did we help?
Innovation Management & Solutions
Supporting the design and delivery of scalable transformation programmes across complex retail and logistics environments, with governance models built for growth.
Transformation Consulting
Providing programme leadership, change management and technical expertise to modernise core systems and embed repeatable delivery frameworks.
Customer testimonial
We have gone from a place of chaos to a place of structure and control with calmness in the programme.
Our project team
Paul Walsh
Ciaran Kehoe
Melanie Byrne
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