Operations & Training Manager; Bilingual, English & French

Reports to: Director, Client Services
Location: Mississauga, Ontario – Hybrid
Travel: National travel required
Client Partner: Rothmans, Benson & Hedges Inc. (RBH)

Brand Momentum is a Canadian sales, marketing, and retail services agency connecting brands with people through field execution, client service, and training.

This role supports RBH’s smoke-free products and vaping business, helping field teams across Canada develop the skills and knowledge needed to perform effectively and deliver strong business results.

We are seeking a Bilingual Field Capability & Performance Manager to lead training, employee development, and performance improvement for our national field team.

Working closely with RBH’s Commercial Capability Development (CCD) team and internal field leaders, you will identify training needs, deliver engaging training in English and French, develop practical learning resources, and strengthen leadership and coaching skills.

You will use existing client-approved materials, create additional resources when needed, and ensure training translates into improved field performance.

• Training & Onboarding: Deliver bilingual virtual and in-person training, support new-hire onboarding, and reinforce product knowledge, program requirements, and operational procedures.
• Learning Development: Adapt existing materials into presentations, job aids, and short learning modules. Develop new resources when needed.
• Capability Planning: Identify skill and knowledge gaps and develop a national learning plan aligned with business priorities.
• Leadership Development: Support Field Managers and Team Leads in strengthening their coaching, feedback, and leadership skills.
• Field
  
  Coaching:
  
  Conduct store visits and ride-alongs to observe performance, provide coaching, and reinforce learning.
• Performance Improvement: Monitor training effectiveness and field performance, identify improvement opportunities, and work with field leaders to address gaps.
• External Training Support: Identify and coordinate external training providers when additional expertise is needed, particularly for leadership, communication, and sales skills.
• Training Coordination: Manage training schedules, attendance, assessments, and follow-ups across Canada.
• Stakeholder
  
  Collaboration:
  
  Partner with RBH CCD and agency leadership to communicate updates, share insights, and ensure consistent execution.
• Compliance & Resources: Maintain current bilingual training materials and reinforce approved client requirements and field procedures.

• Fluency in English and French, written and spoken.
• 5+ years of experience in training, learning and development, sales enablement, retail training, or field operations.
• Experience delivering training, developing learning materials, and assessing training needs.
• Strong presentation, facilitation, coaching, and communication skills.
• Experience developing frontline employees, Team Leads, or managers.
• Ability to connect training initiatives to productivity and business results.
• Strong organizational skills and the ability to manage multiple priorities.
• Proficiency in PowerPoint, Excel, Microsoft Teams, and shared document platforms.
• Experience supporting a national workforce or working in a regulated retail environment is an asset.
• Post-secondary education in Business, Human Resources, Adult Education, or a related field, or equivalent experience.
• Willingness to travel nationally and work across Canadian time zones.

• Consistent, effective training across English- and French-speaking teams.
• Faster onboarding and improved employee readiness.
• Stronger…