Author: Patricia Soria, Regional Director Europe and UK

Date: September 2025

The role of facilities management (FM) in the retail sector is evolving fast. Faced with shifting customer expectations, tougher regulations, and rapid technological change, FM teams are central to keeping stores operational, efficient, and future-ready.

As we look ahead to 2026, here are the key trends set to shape the future of retail facilities management:

1. Sustainability moves from buzzword to business imperative

Sustainability in retail is no longer a 'nice to have', it's a customer expectation, a regulatory requirement, and a brand differentiator.

Sustainability is fast becoming a mainstream expectation that businesses simply can't afford to ignore. If retailers don't meet these expectations, customers will shop elsewhere. Expect innovations such as zero-waste initiatives, circular economy models, energy-efficient technologies, and sustainable packaging to become the norm.

Regulations are also tightening. Retailers won’t just need to talk about sustainability; they’ll need to prove it. We’re seeing more thorough legislation that forces businesses to demonstrate measurable progress, not just lip-service or greenwashing.

Our clients now view us as a true sustainability partner. We’ve taken facilities management to the next level by overseeing the full operational cost of a store — managing energy on their behalf, delivering detailed reporting, and identifying cost-saving opportunities. This not only reduces day-to-day expenses but also supports wider CapEx and portfolio strategies, helping retailers make informed long-term decisions.

2. Data-driven FM: Smarter, predictive maintenance

2025 will see FM teams leaning heavily on data and smart technology to keep retail spaces running smoothly. IoT sensors, AI-powered analytics, and real-time dashboards will help predict equipment failures, monitor energy use, and optimise maintenance schedules.

Why it matters:

Reduced downtime and reactive callouts.
Improved energy efficiency.
Cost savings and better asset lifecycle management.

Retailers that harness data effectively will operate more efficiently, and with fewer surprises.

3. Omnichannel means omni functional spaces

The growth of e-commerce and hybrid shopping experiences is reshaping physical stores. Facilities teams must now manage spaces that serve multiple purposes: showrooms, fulfilment hubs, click-and-collect stations, and traditional retail.

Facilities will need to be:

· Flexible and easily reconfigurable.

· Designed for high footfall and rapid turnover.

· Supported by robust back-of-house operations for logistics.

4. Labour shortages drive tech adoption

The FM sector continues to face skilled labour shortages, in the industry as a whole, particularly seasonality in soft services such as cleaning. In retail, this challenge is pushing faster adoption of automation and technology to fill gaps particularly in cleaning, security, and maintenance.

Expect to see:

Increased use of robotics for cleaning and security patrols.
Remote monitoring and management tools.
Partnerships with tech providers to augment human teams.

5. Wellbeing and experience take centre stage

Customers expect more than just products - they expect experiences. Retail spaces need to be welcoming, safe, and aligned with brand values. FM teams are increasingly responsible for delivering this, through air quality management, temperature control, lighting, hygiene standards, and accessibility.

A clean, safe, and inviting environment is no longer invisible, it’s part of the customer experience. Facilities management directly contributes to how customers perceive a brand.

Much like workplaces are creating experiences to draw people back, retail stores are doing the same to boost footfall. Brand events and in-store activations aren’t always about immediate sales - they’re about strengthening brand awareness and creating memorable experiences. While flagship locations come with higher operating costs, their presence on the high street enhances consumer engagement and brand visibility, which in turn drives online spending.

We’re also seeing a noticeable shift in the retail mix on the high street. The rise of high-end athleisure stores reflects changing consumer behaviours and preferences, signalling how retail spaces continue to evolve alongside lifestyle trends.

The bottom line: Retail FM is at the heart of business success

The next two years will see FM teams become even more critical to retail success delivering sustainability, operational efficiency, compliance, and customer experience.

Retailers that invest in their facilities teams, embrace technology, and view FM as a strategic function will be best placed to thrive in 2025 and beyond.