Membership & Customer Experience Lead, Campus Recreation

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

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