• Mystery Shopping your Customer Experience

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    Updated: 14th April, 2025 | Created: 10th July, 2023
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    Fancy working with us? Here is all you need to know… 

    WHO WE ARE:

    Our mission is to turn everyday insights into profit through mystery shopping. We’re experts at getting under the skin of our client’s businesses to really understand the good and not-so-great. Most importantly, we know what to do with all that knowledge to boost business growth.

    THE ROLE:

    We are on the hunt for an Account Manager to live and breathe our mission and values; we are looking for a driven individual who wants to make a difference within our business.

    The role will be focused on maintaining client relationships and ensuring each client gets the most value out of their mystery shopping programme, as well as actively seeking new business to grow their own client value.

    THE NITTY GRITTY:
    • Managing client relationships effectively
    • Seeking new business
    • Pitching to new business
    • Understand how to quote a mystery shop programme
    • Utilise the client portal area to support client with their mystery shop results
    • Present confidently to clients/prospects
    • Forecast income
    • Manage your contacts through our CRM system
    • Planning and implementation of marketing
    • Flexible to attend networking events
    THE LITTLE EXTRAS OUR TEAM LOVE:

    🙌   Commission scheme

    🏖   22 days holidays, plus Bank Holidays per annum, PLUS your birthday off each year!

    🎁   Additional day off work for each year worked up to 5 years’ service

    💻   A truly flexible working culture

    👥   A collaborative, creative and inspiring working environment

    🏢   A super office space next to London Bridge Station, around 5mins from Borough Market

    🏬 Access to 60 Workspace offices throughout UK

    💰   Employer pension contributions up to 3%

    🥇   Mental wellbeing support through 1-2-1 coaching sessions

    🧠   Free Mental Health First Aid at Work Course (MHFA)

    🖥   Access to a laptop & all the tech kit you require

    🧸   Experience in a small business where you can really make a difference

    🥊 Free Myzone heart rate tracker to help measure your physical activity levels

    🏋️‍   Regular team exercise classes and team get-togethers

    🏀 Monthly coaching sessions

    📈 Quarterly strategy days

    🐶 Pet friendly office

    🚘   Opportunities to connect with 100’s of brands around the UK and Europe (like David Lloyd, Lidl, Victoria Secret, Hollywood Bowl, The British Army and Optical Express)

    HOURS:

    Full time / 40 hours per week with flexibility in working hours. Our usual working day is 09:00 – 17:30 Monday-Friday.

    LOCATION:

    London OR Cirencester

    You will be expected to be in the office at least twice a week, you will manage the rest of your time working from home and being on the road meeting clients/prospects.

    WHAT NEXT?!

    Contact [email protected] for more information.


    David Hopkins

    David Hopkins

    Managing Director at Proinsight Mystery Shopping

    David has a long history in the business of doing good business. In 2008, he co-founded Proleisure, a leisure consulting company, where he identified a growing need for deeper customer insights across the industry. This led to the launch of Proinsight Mystery Shopping in 2014, with a vision to provide businesses with the valuable data needed to enhance customer experience.

    Now, as we approach our 10th year, Proinsight has become a leading provider of specialist mystery shopping, auditing, and research programs, serving a diverse range of sectors across the UK including real estate, fitness, retail, hospitality, and so many more. We remain committed to helping our clients achieve excellence and drive meaningful improvements in their businesses.

    David is deeply committed to enhancing customer service across all industries. His passion lies in providing valuable mystery shopping insights that empower clients to take actionable steps towards improvement. By delivering these insights directly, David helps businesses create effective strategies to elevate their customer experience and drive meaningful change.


    Chloe Kinch

    Chloe Kinch

    Director of Client Success at Proinsight Mystery Shopping

    Chloe joined Proinsight Mystery Shopping as an Account Manager in 2017. Prior to her role at Proinsight, she served as National Sales Manager at Parkwood Leisure, where she gained extensive experience in exceeding customer expectations and developed a deep understanding of the leisure industry.

    Chloe quickly advanced within Proinsight, progressing from Account Manager in 2017 to Head of Client Success in 2020, and ultimately to Director of Client Success and shareholder in 2022. In her current role, she leads client relationships with prestigious brands such as David Lloyd, Dyson, and Apple. Chloe is responsible for designing bespoke mystery shopping programs tailored to each client's specific needs, aimed at enhancing customer service and optimising sales processes across various industries, including real estate, hospitality, retail, leisure, and more.


    Lucy Winn

    Lucy Winn

    Brand and Communications Manager at Proinsight Mystery Shopping

    After graduating with a degree in Marketing from the University of Westminster, Lucy successfully grew and scaled her own e-commerce womenswear clothing business over a span of four years, expanding into international retail markets including Japan, the US, and France. With extensive expertise in brand development and digital communications, Lucy has driven commercial growth through strategic initiatives like influencer marketing, digital campaign management, and both online and offline retail expansion.

    In July 2024, she joined Proinsight Mystery Shopping as Brand and Communications Manager, where she leads the strategy and management of all digital platforms, including the website and social media, with a focus on driving shopper sign-ups and generating client leads. Additionally, she oversees event management for both internal company days and major external summits like Connect CX. At these events, we emphasise the critical importance of exceptional customer service across various industries, positioning it as a cornerstone of a brand’s overall UX strategy.


    Robert Brocklesby

    Robert Brocklesby

    Senior Client Success Manager

    Robert is a Senior Client Success Manager at Proinsight, bringing over 20 years of consultancy and industry experience in customer service measurement and development. Throughout his career, he has led numerous high-impact projects for well-known clients across the UK, spanning a wide range of sectors. His work has consistently driven significant improvements in customer experience and contributed to sustainable, profitable growth.

    Robert recognises that each client is unique. He designs tailored Mystery Shopping programmes to monitor, enhance, and elevate the customer journey, aligning with each organisation’s specific goals. In addition to his consultancy work, Robert is a qualified teacher and regularly delivers customer service workshops. These sessions focus on identifying key strengths and uncovering areas for development, empowering frontline teams to drive continuous improvement.


    Deborah Jones

    Deborah Jones

    Senior Client Success Manager at Proinsight Mystery Shopping

    Debs has spent the last 25 years working in the health and fitness, hospitality, leisure, and childcare industries, holding senior management and consultancy roles. She has also enjoyed some backpacking and travel adventures along the way! In her spare time, she loves all things health and wellness, spending time with friends and family, and hiking with her lovely dog!