Field Capability & Performance Manager

About Brand Momentum & Our Client Partner

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 and its smoke-free products and vaping business, helping field teams across Canada build the knowledge, skills, confidence, and consistency required to deliver strong business results.

About the Role

This is a capability and field performance leadership role, not solely a training coordination position.The role acts as an embedded extension of RBH’s Commercial Capability Development (CCD) team, partnering with CCD, agency leadership, Field Managers, Team Leads, and Retail Sales Experts (RSEs) to assess capability needs, execute a year-long learning strategy, and translate learning into sustained field performance.

The successful candidate will develop deep expertise in RBH’s brands, products, programs, operating standards, and commercial priorities so approved learning can be led independently within the agency. Regular collaboration in the RBH office, anticipated at approximately one day per week where practical and agreed, will support alignment, planning, and knowledge transfer.

PRIMARY ACCOUNTABILITY  Ensure the field organization has the knowledge, skills, leadership, coaching, and reinforcement required to operate at full capability and meet expected productivity and execution standards.

Key Responsibilities

1. Embedded Partnership with RBH CCD

• Act as the agency’s primary capability partner and an extension of the RBH CCD team, aligning on business priorities, learning standards, approved messaging, and field performance needs.
• Participate in recurring planning, calibration, and program update sessions with RBH stakeholders and maintain a regular in-office presence where practical and agreed.
• Translate RBH direction into clear learning and reinforcement plans, while escalating matters requiring client approval or direction.

2. Capability Assessment & Annual Learning Strategy

• Conduct ongoing training needs analyses across RSEs, Team Leads, and Field Managers using performance data, field observations, manager feedback, knowledge checks, quality measures, and recurring execution gaps.
• Develop, maintain, and execute a rolling 12-month national capability roadmap covering onboarding, brand and product knowledge, program execution, sales capability, clienteling, operational readiness, leadership development, and reinforcement learning.
• Prioritize interventions based on business impact, urgency, audience need, and regional considerations.

3. Brand, Product & Program Expertise

• Build and sustain expert-level knowledge of RBH brands, products, consumer programs, retail standards, systems, policies, and commercial priorities.
• Independently facilitate approved brand, product, program, operational, and capability training in English and French, reducing reliance on CCD for routine delivery.
• Serve as the agency’s trusted subject matter resource and ensure information is accurate, current, and consistent.

4. Learning Design, Development & Sourcing

• Design practical learning experiences, including instructor-led sessions, virtual learning, workshops, simulations, role plays, job aids, facilitator guides, e-learning briefs, knowledge checks, and reinforcement tools.
• Adapt client-approved materials while preserving approved messaging, legal requirements, and brand standards.
• Build, source, or manage external solutions for sales effectiveness, customer engagement, clienteling, communication, presentation skills, coaching, leadership, and other professional capabilities.
• Brief and manage external training partners, including quality review and bilingual adaptation.

5. Bilingual Facilitation & Onboarding

• Deliver engaging virtual and in-person training in English and French across Canada.
• Own the learning component of new-hire onboarding and accelerate time to proficiency through practice, assessment, certification, coaching, and follow-up reinforcement.
• Maintain consistent national standards while accommodating approved regional and market-specific needs.

6. Field Leadership & Coaching Capability

• Develop Field Managers and Team Leads into strong leaders and coaches who set expectations, observe performance, provide actionable feedback, reinforce standards, and build team capability.
• Create leadership programs, coaching tools, observation guides, and manager routines that strengthen day-to-day performance management.
• Partner with field leaders on targeted development plans for employees with capability gaps and growth plans for high-potential talent.

7. In-Field Coaching & Performance Reinforcement

• Spend regular time in market through ride-alongs, store visits, and field observations to assess how learning is applied.
• Provide targeted, hands-on coaching to employees with identified skill or knowledge gaps, in partnership with their manager, and document follow-up actions.
• Use field insights to refine content, manager coaching priorities, onboarding, and the annual capability roadmap.

8. Productivity & Capability Effectiveness

• Monitor field productivity and execution indicators to identify capability-related barriers, performance variability, and targeted intervention opportunities.
• Own the timely identification and closure of knowledge and skill gaps that limit productivity, execution quality, or operational consistency; partner with field leadership on matters requiring formal performance management.
• Measure learning effectiveness through completion, assessment results, time to proficiency, field observation, coaching follow-through, and relevant business or execution outcomes.
• Provide regular insights and recommendations to agency leadership and RBH CCD.

9. Learning Governance & Operations

• Maintain a current and accessible bilingual learning library, including version control, approval status, translation quality, and retirement of outdated materials.
• Coordinate calendars, invitations, materials, attendance, assessments, completion records, and follow-up actions across Canadian time zones.
• Reinforce approved requirements relating to age-restricted products, responsible interactions, privacy, field conduct, and program procedures.

Qualifications & Experience

• Fluency in English and French, written and spoken, with the ability to confidently design content and facilitate learning in both languages.
• 5+ years of experience in learning and development, sales enablement, field capability, retail training, field operations, or a related discipline; ownership of a national capability program is preferred.
• Demonstrated experience conducting needs analyses and translating findings into annual learning strategies, curricula, and targeted interventions.
• Proven capability in instructional design, content development, adult learning, facilitation, coaching, and evaluation of learning effectiveness.
• Experience coaching frontline employees and developing managers as leaders and performance coaches.
• Strong commercial orientation and the ability to connect learning to productivity, execution quality, customer experience, and business outcomes.
• Ability to build subject matter expertise quickly and operate with independence, judgment, and accountability.
• Strong stakeholder management skills in a client-agency or cross-functional environment.
• Proficiency in PowerPoint, Teams, Excel, and shared document platforms; learning management system experience is an asset.
• Experience supporting a national workforce; regulated retail experience is an asset.
• Post-secondary education in Adult Education, Learning and Development, Business, Human Resources, Communications, or a related field, or equivalent experience.
• Ability to travel nationally, spend regular time in the field, work across Canadian time zones, and maintain an agreed recurring presence at the client office.

What Success Looks Like

• A business-aligned 12-month capability roadmap is current and executed with discipline.
• Agency-led training is delivered confidently and consistently in English and French with minimal reliance on CCD for routine facilitation.
• New hires reach proficiency faster and demonstrate required knowledge, skills, and behaviours in the field.
• Field Managers and Team Leads consistently apply effective coaching, feedback, and reinforcement practices.
• Identified capability gaps are addressed promptly, with evidence of learning transfer and improved execution.
• Productivity and execution variability attributable to knowledge or skill gaps is reduced.
• RBH CCD and agency stakeholders view the role as a trusted, proactive, and accountable capability partner.

What We Offer

A high-impact national role with direct influence on field capability, leadership quality, and business performance.

The opportunity to work closely with agency leadership and RBH’s CCD team.

A collaborative environment with exposure to learning strategy, commercial operations, coaching, and employee development.

Extended health and dental benefits.

About Brand Momentum

Brand 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 sustaining it. 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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