Head of Visitor Experience

The Opportunity

The Opportunity:
Are you a strategic leader with a passion for tourism, customer experience, and destination marketing? Falls Creek Alpine Resort is seeking a visionary Head of Visitor Experience to elevate our year-round resort offerings and drive unforgettable guest engagement. As a senior leader at Falls Creek, you’ll be the driving force behind unforgettable visitor experiences—crafting innovative services, leading a passionate team, and amplifying resort visibility through the rollout of strategic marketing plans. You’ll shape the year-round appeal of the resort, from snowy peaks to summer trails, while collaborating with internal and external partners to align every initiative with Alpine Resorts Victoria’s bold vision. You’ll work closely with the General Manager and senior leadership team, and maintain strong partnerships with ARV’s Group Marketing Manager, Economic Development Manager, and Strategic Communications and Engagement Business Partner. Together, you’ll champion a united approach to growth, impact, and excellence. Falls Creek operates across two distinct seasons White (winter) and Green (non-winter) which are reflected in the responsibilities of this role. The White Season is a high-energy period requiring full-time hands-on leadership to ensure visitors have an enjoyable experience whilst maintaining support for the Visitor Experience team. The Green Season sees a shift to strategic planning and activation of vibrant events, such as the MTB Enduro Tour and Festival Falls Creek. If you have strong stakeholder engagement and relationship-building, extensive experience in project management, leadership and budget planning and management then this could be your opportunity to contribute to the future of one of Victoria's premier year-round alpine destinations.

Key Responsibilities

- Design and execute resort-specific campaigns aligned with ARV’s seasonal marketing strategy.
- Implement tourism strategies that address product gaps and create competitive advantages.
- Manage all customer interfaces including resort entry permitting and visitor information services.
- Build and evolve Falls Creek’s consumer-facing brands to connect with target markets.
- Establish sponsorships and partnerships that elevate brand visibility and engagement.
- Lead resort-specific research and contribute to all-resorts insights to inform strategic direction.
- Provide strategic advice and reporting to the General Manager on all Visitor Experience matters.
- Manage large-scale event budgets with a focus on impact and accountability.

Qualifications and Experience

- Degree in tourism or related discipline or equivalent knowledge, skills and experience (mandatory)
- 6 years+ experience in destination tourism and in leading/managing teams (mandatory)
- Experienced in writing grant funding applications independently and with other organisations for dual/multi funding schemes (mandatory)
- Qualification or training in IAP2 - International Association for Public Participation (highly regarded)
- Postgraduate qualifications in a relevant field (desirable)

The Successful Candidate Will Be Required To

- Have full Australian working rights.
- Currently hold or be willing to obtain a Victorian Working with Children Check – Employee type.
- Have an Australian driver’s licence (VIC preferred).
- Satisfactorily pass a police check and random drug & alcohol tests.
- Agree to an Employment Misconduct Declaration & Consent screening.

Location: Falls Creek Alpine Resort, Victoria

Salary: $134,593p/a

Start Date: November 2025

Need more details? For more information including a copy of the position description please contact careers@alpineresorts.vic.gov.au

How to apply: Click on "Apply" and upload your resume and cover letter, detailing how you meet the key accountabilities and experience required for this role.

Close Date: Friday, 24th October 2025

Applications will be reviewed daily so do not delay submitting your application. Shortlisted candidates will be contacted.

About Alpine Resorts Victoria

Established on 1 October 2022, Alpine Resorts Victoria brings a sector-wide focus and strategic leadership to the management of Victoria’s six alpine resorts: Falls Creek, Lake Mountain, Mt Baw Baw, Mt Buller, Mt Hotham and Mt Stirling. Each resort provides a unique experience of Victoria’s beautiful and remote alpine landscapes. Together they play an important role in supporting regional communities by attracting over one million visitors a year and sustaining ten thousand jobs.

For more information, visit the website:

https://www.fallscreek.com.au/

Alpine Resorts Victoria is an equal opportunity employer and supports diversity and inclusion in the workplace.

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