Proinsight raise the bar with two promotions

‘Hannah & Chloe have given everything and continue to give everything to our amazing business. I couldn’t be prouder of what they have achieved individually and what we continue to achieve as a leadership team. I’m the lucky one, I get to work with these awesome women each day learning from them and challenging them is part of what gets me up each morning.

Although Chloe has been with the business nearly 5 years and Hannah 3.5 years, I believe we’ve only just started on this journey together. With massive plans for the next 5 years, we’ve invested in these superb individuals nurturing them through a Directors ‘bootcamp’ now they are well and truly ready for the next step in their careers – let’s do this!’

-David Hopkins 

We caught up with Hannah and Chloe to find out about their new roles.

Hannah Weekes promoted to Director of Operations and International Partnerships 

1. How did you come to work at Proinsight?

In the early stages of my career, I worked for multiple Health and Fitness brands whereby  Proinsight were the provider of mystery shopping. I’d previously met David Hopkins and had decided to become a mystery shopper myself! I loved this, and continued to explore other Health and Fitness providers to better my own offering and skillset, while getting paid for it too!

I met David several times throughout my time in the role, through being a client of Proinsight, and talked with him openly about my passion for the industry. All that was left to do was work in it! So, when an Operations Manager role at Pro became available, I jumped at the chance to work within a brand that I had partnered with for nearly 6 years and that shared the same passions around customer service as I did. Since then, it’s been Ops Manager, Head of Ops and now Director of Operations and International Partnerships. I could not be more delighted.

2. What is it about your job that gets you up in the morning?

The past 3.5 years have been a joy, and I’m so proud to work with the team at Proinsight. It’s a real privilege to be able to come into work each morning and be next to a team that share, believe, and thrive living the same values as I do. The gang at Pro are really second to none – that’s right from the team in the office, our Quality Control team that work from home, our partners, and our Shoppers, too! They each help me every day to develop, not only the business, but myself too. The culture and energy we have at Proinsight, where everyone involved is working collaboratively to provide excellent insights to our clients, is amazing – that’s what gets me up in the morning.

3. Tell us about your new role.

The world is my oyster, and I can’t wait! Working in a small (but growing bloomin’ fast) business means I’ve had the opportunity to shape my future – carve out exactly what I’d like the business to look like, with the phenomenal help of those around me. My day-to-day as Director of Operations and International Partnerships is the ‘Operations’ part. I’ll work hand in hand with the Operations team at Pro to deliver exceptional insights to our clients on time, every time. There is so much that goes on behind the scenes at Pro, and my role is to make this a seamless as possible for all involved. We’ve got to get the job done, keeping quality of reports and insights tip top, speed of delivery faster than our clients have seen before (while still maintaining the quality part!), and supporting the team though training and development – all with a sprinkle of fun, of course.

The ‘International Partnerships’ part of my role allows me, and Proinsight, to connect with mystery shopping companies around the globe. Proinsight are Elite members of the MSPA (Mystery Shopping Professionals Association) and as such I get the pleasure of meeting like-minded people from over 40 different countries with whom I can connect, learn, and share about the industry I’m so proud to be a part of. It also means a couple of flights here and there throughout the year, and I couldn’t say no to that!How do we continue to grow as a business? Of course, through the outstanding work that Chloe and the team do in Business Development, with a scattering of international work, both with our UK-based clients that have locations or services overseas, and with overseas clients that have locations and services here in the UK.

4. What about the future of Proinsight makes you more excited?

What am I not excited for?! I love what I do and, even more so, I love having the opportunity to (with the never-ending support of my colleagues) guide Proinsight down whichever new and exciting path we choose. Set up a new office out of London, why not? Start mystery shopping the police force to support public welfare, why not? Begin working with 15 different industries instead of 10, again why on earth not?!Personally, I can’t wait to develop myself even further, both as a well-rounded team-player and as a strategic business partner. I’m looking forward to using my new role to connect with other companies in our industry and learn where their successes come from. If I can take just one new learning away each month and implement it at Proinsight, then myself, the Pro team and the business are going to continue to thrive.

5. What was your best night out?

There have been too many to mention! The answer to the question around what gets me up in the morning means that whether it’s a big night out or a pub quiz with just a couple of drinks on a Friday when we’ve had a good week – speaking time with the Pro team is always the best.If I had to narrow it down, I’d say it was an evening out in 2021 when we were all finally back in the office today. David, our MD, sent us out into central London on a scavenger hunt with clues about London landmarks. We were split into two teams and the competitive streak in everyone came out. There we were, Proinsight running or on Santander (Boris) bikes around London. We had a picnic in the park together and then headed out for dancing, karaoke, and cocktails in Waterloo. The whole team together letting our hair down – nothing better!

Chloe Kinch promoted to Director of Client Success 

1. How did you come to work at Proinsight?

I met David Hopkins during my time as National Sales Manager at Parkwood Leisure. I found huge value in the mystery shopping programme and utilised it to drive improvement in sales across all Parkwood Leisure Centres. I believe David picked up on my passion for delivering great customer service and my belief that mystery shopping is integral to any business.

I joined Proinsight in 2017 as the first Account Manager. As this was an entirely new role, I was able to build the department up myself and get it to the strong position it is today, with processes and strategies in place that ensure our clients get the most out of their mystery shopping programmes.

2. What is it about your job that gets you up in the morning?

Every day is different- you never know what to expect. When I joined Proinsight, 80% of our clients were in the health and fitness sector, however, as we have grown, there is a more even spread, and I am learning so much about other sectors that allows me to share best practice with all my clients.

Nothing makes me smile more than when my clients say, “the mystery shop reports are invaluable to our business.”

I also love working with the Proinsight team- everyone helps each other out and we pull together when things get tough. We have so much fun doing what we do; I’ve never worked with a team who support and encourage each other as much as these guys do.

3. Tell us about your new role.

I had a lot of fun coming up with my new title. When I thought about what is my overall aim within the business, yes of course it is to grow the business, however I work every day to help my clients business be as successful as they can be. Therefore, Director of Client Success does what it says on the tin.

For a long time, it has just been myself and David overseeing 130 clients, however now, I have built a team in the business development department which enables me to have the band width to really focus on how we can give our clients more. I am super proud of our two new account managers, Jess and Paige, who I feel incredibly aligned with when it comes to ensuring all of our clients are delighted by the service they receive from us.

 In addition to onboarding and looking after our clients, this year we have acknowledged that conducting over 2,000 mystery shops per month means we have an extraordinary amount of data that can be turned into meaningful insights. Therefore, we have taken on our very first Insight Manager, Fern, who is supporting us in delivering executive summary reports to our clients as well as creating industry benchmark reports which will help us better understand how each sector we work with performs in CX.

4. What about the future of Proinsight makes you more excited?

The last few years have definitely been the most challenging, keeping a small business alive during the pandemic definitely tested me in ways I could have never imagined. Entering 2022, I feel that Proinsight is the most stable it has ever been, with the strongest team we have ever had. Every day we work hard to make our business better for clients and mystery shoppers, and as a result of this, I believe that the possibilities are endless and I cannot wait to see where this takes us.

5. What was your best night out?

Everyone who knows Proinsight knows how much we like a party. With 10 years experience in the health and fitness sector, for me, the ukactive Awards are always a prime event. It celebrates the work of so many organisations coming together to get people active and deliver fantastic customer service, which is how my career started. Everyone within this sector, I am proud to call my friends, and my favourite memory was the 2019 awards where we partied into the night, and couldn’t believe our eyes when we stepped outside to broad daylight!