Johannesburg: Head of Learning and Development

About the Role

The Head of Learning and Development will be responsible for leading a high-performance, customer-obsessed culture across both corporate and franchised stores. This role combines people and culture leadership with full ownership of three key operational functions that directly impact store performance: Company-wide Training & Development National Mystery Shopper Program Product Knowledge & Technical Training The successful candidate will ensure that every employee in corporate and franchised stores has the skills, knowledge, and behaviors needed to consistently deliver the Cash Crusaders brand promise.

Key Responsibilities

• Design and implement the People strategy with a primary focus on talent development, retention, succession planning, culture, and employee engagement across corporate and franchised operations.
• Partner closely with the leadership team and franchisees to drive organizational capability and consistent performance standards.
• Lead the national Training department to deliver induction, upskilling, leadership development, and franchisee-specific programs for both corporate and franchised stores.
• Continuously enhance blended learning solutions (e-learning, classroom, on-the-job, mobile).
• Measure training effectiveness through KPIs such as speed-to-competence, staff retention, and store performance.
• Own the design, execution, and ongoing improvement of the national mystery shopper program covering all corporate and franchised stores.
• Convert mystery shopper insights into targeted coaching and training interventions.
• Present monthly results to the leadership team and drive corrective action plans where required.
• Ensure every buyer, seller, and cashier in corporate and franchised stores possesses deep, current knowledge of all product categories (electronics, tools, musical instruments, jewelry, sporting goods, etc.).
• Collaborate with Buying and Merchandising teams to create and maintain accurate, engaging product knowledge content and assessments.
• Implement certification and re-certification programs across the network.

Requirements

• Bachelor’s degree in HR, Psychology, Business, Education, or related field (post-graduate qualification advantageous).
• 10 years progressive experience in learning & development, talent management, or retail performance improvement, with at least 5 years in senior leadership.
• Proven track record managing large-scale training functions in retail or franchising environments (essential).
• Direct experience running or significantly improving a mystery shopper/customer experience program.
• Strong understanding of the South African second-hand and new goods retail environment is a distinct advantage.

Qualifications

• Bachelor’s degree in HR, Psychology, Business, Education, or related field (post-graduate qualification advantageous).

Salary & Benefits

• Remuneration highly competitive package including performance bonus and car allowance. Exact package will be discussed with short-listed candidates.

How to Apply