Operations & Training Manager (Bilingual, English & French)

About the RoleBilingual English & French National Field TeamReports to:
Director, Client ServicesLocation:
Mississauga, Ontario – HybridTravel:
National travel requiredClient Partner:
Rothmans, Benson & Hedges Inc. (RBH)
About Brand Momentum & Our Client PartnerBrand 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.
About the RoleWe 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.
Key Responsibilities
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.
Qualifications & Experience
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.
What Success Looks Like
Consistent, effective training across English- and French-speaking teams.
Faster onboarding and improved employee readiness.
Stronger leadership and coaching capabilities among field leaders.
Timely resolution of knowledge and skill gaps.
Improved field execution, productivity, and operational consistency.
Strong collaboration with RBH CCD and internal stakeholders.
What We Offer
A high-impact national role focused on employee development and business performance.
Collaboration with agency leadership and RBH’s CCD team.
Opportunities for professional growth and development.
Extended health and dental benefits.
About Brand MomentumBrand Momentum is a nationally integrated leader in Sales, Marketing, and Retail, with headquarters in Toronto. We foster authentic and enduring human connections across the nation. As a three-time winner of Canada’s Top 100 Best Workplaces® and one of Canada’s fastest-growing companies, we take pride in our commitment to “Goodness,” a core value that permeates everything we do.
Our Commitment:We are not just about achieving success;
we are about sustainingit. We foster a culture where employee and client aspirations can be realized.
Delivering on Promises:We are passionate about delivering on our promises to clients and our people, consistently striving to provide exceptional value and flexibility.
Core Values:Integrity, respect, empowerment, and fun are woven into our company and our commitment to a responsible, flexible work environment.
Sustainability:We prioritize sustainable suppliers and work with vendors and clients to reduce the environmental impact of our programs.
Diversity and Inclusion:We value diverse perspectives and are committed to a team that celebrates different backgrounds, experiences, and talents. Accommodations are available for persons with disabilities to the extent required by law.
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