Assistant Director, Membership and Customer Experience

Northwestern University; Evanston (IL); On-site; USD 57,000 - 63,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

vision insurance

Life insurance

Paid vacation & holidays

Tuition benefits

Job summary

Northwestern University in Evanston, IL seeks an Assistant Director of Membership & Customer Experience to lead membership office operations, guest services, and engagement initiatives. You will supervise a large temporary workforce supporting the front desk, Wellness Suite, and related facilities, while improving service quality and data accuracy.

You will report to the Associate Director of Business & Human Resources and collaborate across departments to enhance access, billing, reporting, and

Qualifications

• Bachelor's degree or higher in a related field or equivalent experience.
• Professional experience in collegiate recreation or similar setting.
• Strong organizational, analytical, and interpersonal communication skills.
• CPR/First Aid certification or ability to obtain within 30 days of hire.

Responsibilities

• Hire, onboard, train, schedule, and evaluate staff for the Membership Office and front desk.
• Manage membership services: sales, renewals, cancellations, refunds, and locker rentals.
• Ensure a seamless, inclusive customer experience for members and guests.
• Resolve escalated issues and improve member satisfaction and retention.
• Oversee Fusion registration software: program setup, audits, access, and updates.

Skills

Organizational skills

Analytical thinking

Interpersonal communication

CPR/First Aid

Customer service

Education

Bachelor's degree or higher

Master's degree (preferred)

Job description

Job ID: 54427

Location: Evanston, Illinois

Department: Univ Athletics Recreation Adm

Salary/Grade: EXS/6

Target hiring range for this position will be between $56,780 - $62,500 per year. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Job Summary

Under the administrative direction of the Associate Director of Business and Human Resources, the Assistant Director of Membership & Customer Experience serves as the primary manager of Recreation's membership office operations, guest services, and customer engagement initiatives. This position oversees the registration management software, ensuring accurate membership setup, audits, and financial transactions. Additionally, the Assistant Director hires, trains, and supervises a large temporary workforce supporting membership offices, Henry Crown Sports Pavilion front desk, and Wellness Suite.

The Assistant Director of Membership & Customer Experience reports directly to the Associate Director of Business & Human Resources, supporting broader departmental business operations and HR functions.

Position Schedule

• Academic Year (September-May) is Monday-Thursday 10am-6pm and Friday 9am-5pm
• Summer Quarter (June-August) and School Breaks are Monday-Friday 9am-5pm

Note: Not all aspects of the job are covered by this job description.

Willingness and ability to work a non-traditional schedule including evenings, weekends and holidays as required.

Specific Responsibilities

• Hire, onboard, train, schedule, and evaluate student and temporary staff for the Membership Office, Henry Crown Sports Pavillion front desk, and the Wellness Suite.
• Manage all membership services, including sales, renewals, cancellations, refunds, and annual locker rentals.
• Ensure a seamless, inclusive, and high-quality customer experience for all members and guests.
• Resolve escalated customer service issues and implement strategies to improve satisfaction and retention.
• Serve as the primary manager for registration software (Fusion) overseeing program setup, membership types, audits, user access, and updates.
• Manage student membership quarterly process with campus partners to ensure qualifying students have access to Recreation facilities and services.
• Train and support staff in system use and ensure data accuracy and operational efficiency.
• Collaborate with the Recreation Business Office on financial transactions, reporting, and billing processes.
• Develop and maintain training programs focused on customer service excellence and operational consistency.
• Foster a positive, inclusive team culture that supports staff growth and professional development.
• Serve as a key liaison between Recreation and members, resolving escalated customer service issues.
• Manage partnerships and billing with campus partner conference programs including but not limited to Kellogg School of Management
• Collaborate with Recreation leadership and other campus departments to ensure seamless access and support for members.
• Plan and execute member engagement and retention events to strengthen campus and community connections.
• Collect and analyze member feedback to inform service improvements and strategic planning.
• Report regularly to the Associate Director of Business & Human Resources on membership trends, staffing, and operational performance.
• Contribute to departmental planning, budgeting, and policy development.
• Represent Membership Services in cross-departmental initiatives and campus partnerships.
• Partner with the Assistant Director of Marketing and Associate Director of Fitness and Wellness to enhance member engagement, communications, and retention strategies.
• Report any concerns regarding staff performance, facility conditions, or member experiences in a timely manner directly to the Associate Director of Business & Human Resources.
• Other duties as assigned.
• Responsible for adhering to all Department and University policies and procedures, as well as the rules, regulations, bylaws and interpretations of the Big Ten Conference, CSC and the NCAA.
• Responsible for adhering to all Department and University continuing education initiatives and required certifications and trainings.

Miscellaneous

Performs other duties as assigned.

Minimum Qualifications

• Bachelor's degree in related field or successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree; OR appropriate combination of education and experience.
• Professional experience in a collegiate or community recreation setting.
• Excellent organizational, analytical, and interpersonal communication skills.
• Ability to work with independence, discretion, and sound judgment in sensitive or complex situations.
• Proven ability to build and maintain positive, collaborative relationships with colleagues, campus partners, and community members.
• Excellent organizational, analytical, and interpersonal communication skills.
• CPR/First Aid certificate, or ability to obtain within 30-days of hire
• Ability to work cooperatively with others and effectively interact and establish engaging relationships with a wide variety of constituents.

Preferred Qualifications

• Knowledge of rules and regulations of the NCAA, CSC, Big Ten Conference and Northwestern University preferred
• Master's Degree in Recreation Administration, Sports Management, Business Administration, Higher Education or a related field.
• Graduate Assistantship or internship in Campus Recreation.
• 2 years' experience operating collegiate recreational facilities and managing student staff.
• 1-3 years of temporary staff supervisory experience preferred.

Benefits

At Northwestern, we are proud to provide meaningful and competitive benefits. The available benefits package for this position will include health, dental, vision, disability, and life insurance; paid vacation and holidays; paid medical/sick and parentalleave;tuition benefits for the employee and dependents; pre-tax and flex spending accounts for commuting and dependent care; generous retirement savings options; and wellness programs. For a comprehensive overview of available benefits, including eligibility details, visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness

Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities, and adopt and maintain healthy lifestyles.

We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development

Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Equal Opportunity Statement

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement

Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.