Primark is one of Europe’s fastest‑growing retailers, operating at scale across multiple countries, formats and distribution models.
Together, Expleo and Primark built the operational foundations required to support rapid, repeatable expansion across international markets.
The partnership focused on delivering change at scale — aligning people, process and technology to support growth and ongoing operational resilience.
Key Figures
The challenge
The solution
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.
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 modernised its workforce management, store operations and supply chain processes, creating a more consistent way of operating across countries and supporting continued international expansion. Improved workforce planning, forecasting and scheduling helped increase operational efficiency, while stronger governance and delivery controls enabled large-scale transformation programmes to be delivered more effectively.
The programme helped Primark reduce costs, improve day-to-day operations and deliver change at scale across its global retail network. This transformation model continues to support Primark’s ongoing expansion into additional countries.
The transformation was recognised externally when Primark’s Workforce Management Transformation won PMI’s Private Sector Project of the Year 2025.
Benefits
- €4 million+ saved through offshore delivery, automation and improved delivery efficiency.
- 130+ operational pain points resolved, improving store operations and programme delivery across multiple countries.
- 112 system and process improvements implemented, creating more consistent ways of working and reducing operational complexity.
- 500+ projects delivered with greater consistency, oversight and confidence across a complex multi-vendor landscape.
- 20+ countries enabled through a phased global rollout approach that supports repeatable expansion.
- 78,000 employees supported through rapid change, with stronger governance, communications and delivery control.
- 375 stores to be modernised for future growth, helping improve store operations and readiness for new formats.
Customer testimonial
We have gone from a place of chaos to a place of structure and control with calmness in the programme.”
Contact us to explore our services and solutions
Clients we have helped in AI and digital transformation
After completing the form one of our experts will get in contact with you as soon as possible.