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Primark

How Primark delivered a seamless MSP transition and nearly £1m savings - without disruption

 

The challenge

When Minnie Pangli joined Primark as TA Operations Lead, she walked straight into a looming challenge.

The business was exiting its incumbent contingent workforce supplier. A new provider had already been selected. But the foundations weren’t solid.

Critical data was missing.
Reporting was fragmented.
Compliance and visibility were patchy at best.

For a programme of this scale, that’s risky. For someone new in role, it’s pressure you feel fast.

“The reports weren’t giving me the full picture. I couldn’t see clearly what we had, what we were paying, or where the risk was.”

Primark needed a transition that worked — without disruption, noise, or surprises.

The approach

From day one, the focus was simple: get to clarity early.

Together with Caraffi, Minnie took a calm, structured approach:

  • Mapping the full contingent workforce population
  • Identifying the data required for a safe, compliant transition
  • Building early collaboration between all parties — old supplier, new supplier and the business
  • Putting clear project plans, milestones and communications in place

Instead of rushing a big‑bang switch, Primark took a phased approach. New contingent roles moved first. The existing workforce followed later, once the data and processes were right.

No shortcuts. No crossed wires. Just disciplined execution.

“We worked together. We planned it properly. And we communicated — early and often.”

The transition

By the time the full transition went live, everything was ready.

The result?

A seamless, noise‑free transition.

  • No disruption to the business
  • No confusion for hiring managers
  • No concerns from the contingent workforce

It’s the kind of transition most organisations hope for — and rarely achieve.

“There was no noise from the business. No noise from workers. It was honestly one of the best transitions I’ve ever done.”

The impact

Once live, the MSP programme quickly proved its value.

Over just two years:

  • Nearly £1 million in cost savings delivered
  • £350k saved in year one
  • Almost £500k saved in year two
  • Zero escalations related to the contingent workforce
  • Clear, consistent governance and reporting
  • Strong leadership engagement through regular insight‑led reviews

What had previously felt transactional now felt like a true partnership.

“This feels completely different. It’s trusted. It’s proactive. It’s what an MSP should actually be.”

The partnership effect

Beyond the numbers, the partnership changed how Minnie experienced her role.

Escalations disappeared.
Operational pressure reduced.
Confidence went up.

With a trusted partner managing day‑to‑day complexity, Minnie could focus on higher‑value work — improving systems, scaling processes and planning for future growth.

“It takes the pressure off. I know things will be handled — and handled properly.”

That trust extended beyond process into people. Strong stakeholder relationships across Primark’s tech teams. Positive candidate feedback. And visible ownership at every stage.

Looking ahead

For Minnie, the future is simple.

Wherever her career goes next, the kind of partnership Caraffi provides is non‑negotiable.

“I’ll always have a relationship with Caraffi. They don’t just provide a service — they solve problems, back you, and make your life easier.”

The takeaway

This wasn’t just a supplier change.
It was a transformation in how contingent workforce programmes should run.

Clear data.
Calm execution.
True collaboration.
Real commercial impact.

That’s what happens when complexity is handled properly — and people leaders are backed to succeed.

Talk to us about your contingent workforce

 

If you’re planning a supplier change, managing risk, or simply want more visibility and control, let’s talk.

Book a 30‑minute advisory session with our team. It’s free, practical, and focused on your world — no sales pitch. Bring anyone who needs to be part of the conversation.

 

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Everything we do exists to support our purpose of elevating people leaders in their role, career and function

We want to make talent the engine room of every organisation. We want to change how talent acquisition and people leaders see themselves and their ability to drive business performance.

Whether you're new in role or in the midst of a transformation, Caraffi aims to elevate your capability, impact and reputation within your business and beyond.

 

Contact us

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0203 8622 800
info@caraffi.co.uk

 

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