Pick n Pay Accelerates Digital Transformation to Enhance Customer Experience

Pick n Pay  is accelerating its digital transformation under the leadership of Kerry Janse van Rensburg, the retailer’s new head of digital operations. The strategy focuses on enhancing the retailer’s digital ecosystem, streamlining operational performance, and delivering a more connected, customer-centric experience across all shopping channels.

Immediate priorities include improving the performance of online and mobile platforms, optimising backend fulfilment processes, and removing friction points in customer journeys. The retailer is refining its omni-channel approach, linking in-store, online, and app-based shopping experiences to make transitions between channels seamless, convenient, and personalised.

Key initiatives involve integrating a customer data platform, implementing in-aisle QR codes, digital screens, and geo-fencing technologies to bridge online and offline behaviours. These tools aim to deliver targeted, consent-based services while enhancing shopper engagement.

Pick n Pay is also driving online growth through its partnership with on-demand delivery platform Mr D, which has recorded a 44% year-on-year increase in grocery orders during the first half of 2025. The retailer is investing in faster delivery, app-exclusive deals, data-driven personalisation, and smoother checkout experiences to encourage more customers to shop digitally.

The long-term goal is to transform Pick n Pay into a digitally-led, agile retailer capable of serving customers wherever and however they choose to shop, connecting all platforms—from website and app to loyalty programs and social media—to create a seamless, efficient, and personalised shopping journey.