Macro is delivering a comprehensive, multi-country facilities management programme for a major global high street retail client, covering a total of 307 stores across Europe. The partnership represents a major transformation in how facilities services are managed, standardised, and measured across the client’s international retail estate.

H2: Scaling at pace: A two-phase European mobilisation

The mobilisation is being delivered through a structured, two-phase rollout.

·         Phase 1 includes 129 stores and is now live

·         Phase 2 includes 178 stores

·         The total estate will stand at 307 stores

This phased approach enabled rapid onboarding, reduced operational risk, and ensured consistent service delivery across multiple geographies.

H2: End-to-end service delivery for a complex retail environment

Macro provides a full suite of hard and soft services, designed to protect asset value, support store operations, and enhance customer experience.

·         Cleaning services including in-store cleaning, window cleaning, and consumables

·         Pest control

·         Waste removal

·         Planned and reactive maintenance including lifts, escalators, air conditioning, fire protection, plumbing, lighting, electrical services, signage, doors, and shutters

·         Reactive support with rapid response to unplanned issues

·         Project support for upgrades, refurbishments, and compliance works

H2: Consistent delivery across a pan-European retail estate

Services are currently delivered across Czechia, Poland, Romania, Hungary, Spain, Italy, France and Greece, with Austria, Denmark, Finland, the United Kingdom, Germany, Belgium, Ireland, Sweden, the Netherlands, and Norway to come in phase two.

This extensive footprint demonstrates Macro’s ability to deliver consistent, compliant, and high-performing facilities services across diverse regulatory and operational environments.

H2: From fragmented local control to a unified European operating model

Before Macro’s appointment, facilities operations varied significantly by country. Ticketing was managed through different local systems, communication was largely in local languages with inconsistent use of English, and each country followed its own ways of working. There were no aligned Service Level Agreements, resulting in differing response and repair times. Manual processes limited visibility of job progress, supplier performance, and payment status. Today, that model has been fully transformed.

All tickets are now managed through a standardised process, creating a single operational framework across Europe. Communication is aligned through standardised English reporting, with local language support as required. Working practices are harmonised across countries, underpinned by clear and consistent European SLAs.

A central digital platform now automates ticket creation, tracking, and follow-ups in real time. This provides full transparency across work orders, supplier activity, and payment status. Supplier performance is now consistently measured using defined KPIs such as first-time fix rates and SLA compliance, enabling structured performance management and continuous improvement.

H2: Leadership perspective: What this means for the retail portfolio

Patricia Soria, Operations Director for the UK and Europe, commented:

“This programme represents a step change in how our retail facilities are managed across Europe. By moving to a single, standardised operating model, we now have real-time visibility, stronger control, and true consistency across the entire portfolio. It gives the business confidence that every store is supported to the same high standard.”

Nick Donaldson, Lead FM, added:

“Managing over 300 retail locations across multiple countries requires scale, structure, and proven expertise. Macro is uniquely positioned to lead this programme with its combination of digital systems, European reach, and retail-specialist knowledge. This model is already driving improvements in response times, compliance, and operational efficiency.”

H2: Strengthening retail performance through intelligent facilities management

By replacing fragmented local approaches with a single, intelligent European facilities management model, Macro has delivered improved governance, performance transparency, and operational resilience. The outcome is more compliant and efficient retail estate, protecting uptime, customer experience, and long-term asset value for this global retail brand.

Talk to us about your retail portfolio
If you are managing a multi-site retail estate and looking for greater consistency, visibility, and performance, our team would love to explore how Macro can support your business.

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