Myles Fong Hio Lon
Resorts World Sentosa
1
Certification
15
years of professional experience
High-impact Commercial Strategy, Brand Loyalty, and Enterprise Growth Executive with 17 years of leadership experience driving multi-billion-dollar revenue acceleration, large-scale consumer digital transformations, and regional lifestyle market expansions within the premium hospitality and integrated destination sectors. Proven track record commanding full P&L accountability, managing large-scale business divisions, and designing sophisticated customer loyalty ecosystems that maximize wallet share and lifetime value (LTV). Expert at integrating financial acumen with data-driven marketing to optimize high-net-worth (HNW) traveler acquisition, retention, and experiential rewards platforms.
Work History
Head of Commercial Strategy & Retention Growth
7 Years 6 Months- Direct a high-performing division of over 60 professionals spanning database marketing, lifestyle loyalty programs, event operations, CRM architectures, and integrated brand communications.
- Report directly to the Chief Operating Officer (COO) to architect and execute comprehensive regional commercial strategies across high-yield guest segments.
- Maintain full P&L accountability and optimize a SGD 150M+ annualized marketing budget, utilizing predictive analytics and data-driven modeling to continuously elevate destination ROI and operational margins.
- Oversee the strategic transition and optimization of high-value loyalty marketing portfolios, ensuring minimal churn and maximum cross-sell across resort verticals.
Assistant Vice President, Operations Strategy
1 Year- Led five critical hospitality and destination business units to drive enterprise excellence, organizational agility, and cross-functional growth alignment, reporting directly to the COO.
- Restructured high-volume operational frameworks, capturing massive structural cost efficiencies while simultaneously increasing premium customer experience (CX) and Net Promoter Scores (NPS).
Assistant Vice President, CRM & Business Development Performance Management
3 Years- Directed the end-to-end commercial strategy, proprietary CRM evolution, digital acquisition channels, and regional customer engagement programs.
- Key Achievement: Spearheaded the successful delivery of an enterprise-level CRM and guest-analytics platform in deep collaboration with Alibaba, Qualtrics, and SAS, setting a global hospitality benchmark for data-driven guest insights.
- Designed and executed over 30 targeted lifestyle campaigns and multi-tiered loyalty structures, substantially elevating corporate customer acquisition, wallet-share, and long-term retention.
- A premier hospitality, entertainment, and integrated resort destination.
Executive Director, Strategic Marketing & Business Operations
11 Months- Served as Deputy Head of Corporate Operations, steering lifestyle brand business development and multi-market expansions under direct report to the Group CEO & Chairman.
- Managed a diverse regional workforce of 200+ employees, aligning market-entry, P&L management, and brand governance.
- Secured SGD 170M in annualized consumer revenue within 12 months by deploying sophisticated predictive database analytics and premium client outreach strategies.
Director of Sales Operations
2 Years 4 Months- Managed an elite 40-member international sales team, spearheading high-net-worth (HNW) travel and market growth across key premium regions, including Australia and London.
- Directed Salesforce CRM platform operations, introducing advanced automated sales funnels, pipeline transparency, and precision reporting.
Director, Premium Market Development
2 Years- Formulated regional business expansion strategies across Southeast Asia, achieving an aggressive 10x market share footprint expansion within a 2-year tenure.
- Managed luxury tier portfolios for 600+ high-net-worth (HNW) client accounts, successfully anchoring SGD 17M in high-margin annual revenue.
Assistant Manager, Premium Market Development
9 Months- Captured business growth across the highly competitive South China region, meeting an equivalent annual sales target of SGD 6M.
- Nurtured a premium database of over 300 tier-one accounts, driving consistent retention, organic referrals, and deep brand loyalty.
Analyst, Marketing Finance & Analytics
8 Months- Established core strategic marketing frameworks, financial proformas, and rigorous business post-mortems for major consumer promotions.
- Generated over 5 comprehensive analytical reports weekly, giving the executive leadership team real-time visibility into operational ROI and campaign margin yields.
- Note: Early career roles included serving as VIP Host of International Marketing at Sands China Ltd (2007–2009) and Phone Banking Services Representative at HSBC Macau (2007).
Education
Executive MBA
Graduated with Distinction
Master of Science - Finance
- Graduated with Distinction
- Student of the Year 2011
Bachelor of Management
Recipient of the First Grade Academic Scholarship
Skills
Hospitality & Destination Commercial Strategy
Enterprise Loyalty Program Architecture
High-Net-Worth (HNW) Guest Acquisition
Digital Transformation & Guest Insights
P&L & Multi-Million Dollar Budget Optimization
Cross-Border Business Development
Omnichannel Customer Engagement
Executive Stakeholder & Vendor Management
Accomplishments
- SGD 1B+ Brand Revenue Acceleration: Orchestrated cross-border business development and commercial marketing frameworks that consistently generated over SGD 1B in annual revenue for luxury resort portfolios.
- Next-Gen Loyalty Ecosystems: Spearheaded the development, launch, and hyper-personalization of a premier enterprise-wide CRM and guest-insights architecture built in partnership with Alibaba, Qualtrics, and SAS.
- Data-Driven Lifecycle Marketing: Extensive experience leveraging predictive customer segmentation, lifecycle data analytics, and targeted high-yield promotions to minimize churn and protect hospitality margins.
Certification
- Digital Marketing Leadership – Accenture
- Business Intelligence & Analytics – Tableau Intermediate
- Data Science Operations – SQL Fundamentals & SAS Programming I: Essentials
- Commercial Negotiation – Sandler Sales Foundations
LANGUAGES
English: Proficient
Mandarin Chinese: Proficient
Cantonese Chinese: Native
Timeline
Assistant Vice President, Operations Strategy
Resorts World Sentosa
12.2021 - 12.2022Read More
Head of Commercial Strategy & Retention Growth
Resorts World Sentosa
12.2018 - CurrentRead More
Assistant Vice President, CRM & Business Development Performance Management
Resorts World Sentosa
12.2018 - 12.2021Read More
Executive Director, Strategic Marketing & Business Operations
Meg-Star International Limited
01.2018 - 12.2018Read More
Director of Sales Operations
Crown Resorts Limited
02.2015 - 06.2017Read More
Director, Premium Market Development
Solaire Resorts
01.2013 - 01.2015Read More
Assistant Manager, Premium Market Development
Galaxy Entertainment
04.2012 - 01.2013Read More
Analyst, Marketing Finance & Analytics
The Sands China Ltd
03.2011 - 11.2011Read More
Sun Yat-sen University
Bachelor of Management
Read More
University of Liverpool
Master of Science from Finance
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National University of Singapore
Executive MBA
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