Job Description
About the Role
The Head of Learning & Development – Online & Retail is a critical leadership position responsible for designing, delivering, and governing the end-to-end learning and development strategy across our organization’s online platforms, land-based retail betting stores, and head-office functions. The role ensures that all employees are competent, compliant, audit-ready, and continuously developed while ensuring alignment with South African Skills Development legislation.
Key Responsibilities
- Define and own a group-wide Training & Development strategy aligned to business objectives, regulatory obligations, and workforce capability needs.
- Develop annual and multi-year learning roadmaps covering online operations, land-based retail stores, corporate, and support functions.
- Embed a culture of continuous learning and accountability.
- Own and govern the Workplace Skills Plan (WSP) and Annual Training Report (ATR) processes.
- Ensure WSPs and ATRs accurately reflect training delivered across online and retail environments.
- Coordinate with HR, Finance, Operations, and external Skills Development Facilitators where applicable.
- Engage with relevant SETAs to ensure compliance and optimize skills development grants.
- Own all mandatory compliance training across online and land-based environments, including Responsible Gambling (RG), AML/FICA KYC and customer verification, POPIA and data protection, Licence conditions, and shop-level regulatory rules.
- Design, deliver, and govern role-specific training for frontline retail roles, cash clerks, supervisors, managers, security, cleaners, IT, and maintenance staff.
- Own onboarding and continuous training for call center and customer operations teams, team leaders, and managers.
- Ensure training covers casino and sportsbook products, payments, withdrawals, bonuses, KPIs (ASA, AHT, FCR, CSAT), complaints handling, and escalations.
- Lead training readiness for retail POS and betting terminals, online platforms, CRM systems, ERP, HRIS, audit, and reporting tools AI-enabled tools.
- Partner with Technology and IT Service Delivery to ensure training occurs before go-live.
- Embed training into formal change management initiatives.
- Define mandatory vs role-specific training matrices.
- Establish refresher and re-certification cycles for cash handling, RG compliance, and safety.
- Maintain centralized learning records with full audit trails.
- Address non-compliance through corrective action plans.
- Design leadership programmes for retail supervisors and managers, operational and support management.
- Develop capability in people leadership, performance management, ethical and compliant decision-making.
- Support succession planning and talent pipelines.
Requirements
- 8 years experience in Training & Development / L&D
- 3–5 years in a senior or Head of Department role
- Experience in regulated, high-risk environments (gambling, financial services, retail banking, call centers)
- Proven experience delivering training to large, distributed, shift-based workforces
Qualifications
- Formal education/certifications required
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Retail / wholesale Jobs in Gauteng
In Gauteng, the retail and wholesale sector is a significant contributor to the province’s economy, with many businesses operating across various industries such as clothing, homeware, electronics, and more. Typically, job seekers in this field can expect to find employment opportunities in companies that cater to diverse consumer needs, often with a strong focus on customer service and sales. Generally, roles in retail and wholesale require adaptability and flexibility, as the sector is known for its fast-paced and dynamic environment.
When it comes to salary expectations, it’s common to find broad ranges across different levels of experience and company sizes. Typically, entry-level positions in retail and wholesale can range from around R15 000 to R30 000 per annum, while more senior roles may fall within the R50 000 to R80 000 per annum bracket. However, salaries can vary significantly depending on factors such as the specific industry sector, company size, and individual performance.
Common skills for retail and wholesale roles include excellent communication and interpersonal skills, ability to work well under pressure, and basic knowledge of inventory management and stock control. Other essential skills often required in this field include technical computer skills, problem-solving abilities, and an understanding of marketing principles. Typically, a degree or diploma in business, commerce, or a related field is preferred, although not always required.
The retail and wholesale sector encompasses various industries, including the financial services sector, technology industry, manufacturing sector, and more. These sectors often employ staff across different roles, such as sales representatives, logistics coordinators, and customer service specialists. Generally, companies in these industries value employees who can adapt to changing market conditions and demonstrate a strong work ethic.
For those interested in pursuing a career in retail or wholesale, there are various development opportunities available. Typically, on-the-job training and mentorship programs are offered to help staff gain valuable experience and skills. Many companies also invest in employee development initiatives, such as workshops, seminars, and internal training programs, to support the growth of their employees. Generally, career progression paths may involve moving into more senior roles or taking on specialized positions within a specific industry sector.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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