Location: Gauteng Regional Office, Lanseria, South Africa (with regular travel to regions and stores nationwide)

Direct reports: Training Manager, Product Knowledge Manager

Department: People & Culture

Company Overview

Cash Crusaders is South Africa’s favorite second-hand and new goods retail chain, operating through a combination of corporate and franchised stores nationwide. We buy, sell, and loan against a wide range of quality goods and are committed to delivering outstanding customer experiences in every store.

Role Purpose

The Head of People Management is a strategic and hands-on leadership role responsible for building a high-performance, customer-obsessed culture across both corporate and franchised stores. This position 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

1. Strategic People & Culture Leadership
   • 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.
2. Training & Development (Full ownership)
   • 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.
3. Mystery Shopper Program (Full ownership)
   • 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.
4. Product Knowledge & Technical Training (Full ownership)
   • 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.
5. Performance Culture & Recognition
   • Embed a consistent, performance-driven, values-based culture in corporate and franchised stores alike.
   • Design and roll out recognition and incentive programs linked to mystery shopper results, product knowledge scores, and customer satisfaction.
6. Analytics & Reporting
   • Deliver an integrated dashboard combining training completion, mystery shopper scores, product knowledge pass rates, engagement metrics, and store performance for both corporate and franchised operations.
   • Use data insights to predict and address people-related risks.

Qualifications & Experience

• 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.
• W&R SETA accreditation and/or experience as a registered Skills Development Facilitator (SDF) is a strong advantage.

Key Competencies

• Strategic thinker with excellent execution skills
• Outstanding stakeholder management (franchisees, leadership, store teams)
• Data-driven decision maker
• Passion for adult learning and performance improvement
• High energy, resilient, and comfortable in a fast-paced retail/franchise environment
• Excellent communication and presentation skills (English & Afrikaans advantageous)

Remuneration

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