Part 2: Leading innovation and shaping the future – Kerry Janse van Rensburg’s vision for retail

Building on her early successes, Kerry Janse van Rensburg has become a driving force in South African retail technology, leading initiatives that bridge operational efficiency with customer-centric innovation.

“Change is a constant in retail, especially in the digital space. It can be daunting, but embracing it is essential if you want to remain relevant and competitive,” van Rensburg said. 

Under her leadership, Pick n Pay has introduced AI-driven insights to better anticipate consumer demand, personalised digital shopping experiences, and improved supply chain responsiveness.

These innovations have not only enhanced customer satisfaction but also set a benchmark for the industry.

van Rensburg’s approach to leadership is grounded in empowering teams.

She prioritises creating a culture where experimentation is encouraged, and successes are celebrated.

“Our teams are the heart of digital transformation,” she said.

“When people feel empowered, innovation happens naturally.”

van Rensburg acknowledged that leading digital transformation is not without challenges.

Integrating advanced technologies into a traditional retail environment requires balancing innovation with operational stability.

“We have to ensure that while we innovate, our core operations remain seamless,” she said.

Beyond operational success, van Rensburg sees her role as influencing the broader retail ecosystem.

“Every step we take in digital transformation has the potential to inspire other businesses,” she explained. “Technology, when used thoughtfully, can elevate the industry as a whole.”

With loyalty initiatives popular among South African consumers, Pick n Pay's Smart Shopper program has grown since its inception. 

van Rensburg said, "Smart Shopper has always been about rewarding our customers, but digital innovation is helping us take that even further. With technology we are making the experience more personal, seamless, and more connected across every channel, whether that is through the app, WhatsApp, or in-store. The goal is to move from just giving points, to creating moments of real value and recognition, where customers feel seen, understood and appreciated every time they shop with Pick n Pay."

On keeping the Smart Shopper going, she said, "For us, loyalty is about more than discount or points, it’s about building genuine relationships. We focus on understanding what truly matters to our customers and find ways to add value to their everyday lives. That might be a timely offer, a thoughtful message, or a small moment of recognition. When customers feel understood and appreciated, loyalty becomes emotional, not just transactional, and that’s where the real connection happens."

"We’re focusing on what really matters to customers, making shopping easier, more rewarding, and more personal. That means connecting our stores, app, and online channels so the experience feels seamless wherever you shop. Through Smart Shopper and our digital platforms, we’re creating moments of value that feel unique to each customer. What sets Pick n Pay apart is that we’re not just chasing trends, we’re using digital to strengthen the trust and connection we’ve built with South Africans over decades," she further added. 

Looking to the future, van Rensburg is focused on harnessing emerging technologies such as predictive analytics and machine learning to enhance the shopping experience further.

But she remains committed to the fundamentals of leadership.

“At the end of the day, technology is a tool. Leadership is about people. Inspiring and empowering your team is what drives lasting impact,” she added.

Keeping an eye on the competition is something that most businesses do and Pick n Pay is no different.

Business Report asked about Shoprite Group's recent innovation on smart trollies in their stores. 

van Resnburg said, "We are watching with interest; innovations like smart trolleys are exciting because it shows how technology can make shopping faster and more convenient. At Pick n Pay, we’re exploring different ways to create a seamless experience, whether though smarter checkouts, digital payments, or enhanced app integration. At the same time, protecting jobs is very important to us. Technology should help our people do their jobs better, not replace them. The goal is to make the in-store experience smoother for both the customer and staff, freeing up time so our teams can focus on service, support, and creating great shopping moments." 

van Rensburg’s journey from early curiosity to transformative leadership illustrates the evolving nature of retail technology.

Her story is a blueprint for aspiring leaders who wish to marry technical expertise with vision, empathy, and a relentless focus on the customer.

BUSINESS REPORT