Marlon Bridge Email & Phone Number

On secondment, leading the transition workstreams for three waters reform. A programme designed to improve the delivery of water, wastewater and stormwater outcomes for all New Zealanders.

Led the long-term strategic planning focus as well as the financial performance of the company. Key accomplishments included: Successfully leading the establishment of a 29-year contract for service with Waikato District Council. A progressive council that is seeking to improve the way it delivers services to its ratepayers; Successfully purchased Lutra Limited, a process engineering company aligned with building capability within Watercare (& nationally in relation to Water reform); Implemented a new financial system from 1 July 2019; Delivered the company's first integrated report - a reporting mechanism that fundamentally changed the way in which success is measured. This report was recognised as a finalist in the Australasian Reporting Awards and was the winner of the sustainability reporting award.

Executive Lead of the customer experience across Watercare. Key accomplishments included: Creating and delivering a customer strategy for Watercare that focused on the customer first in their “moments that matter”; Initiated a ‘Voice of the Customer’ programme to align with cross functional customer journeys that significantly improved customer satisfaction using Net Promoter Score (NPS) from 12 to 30 (utilities usually sit between -15 and +15) over a 3-year period; Initiated the measurement of trust with customers and the development of a trust metric bespoke to Watercare; Initiated brand perception research of the wider community to guide positive brand messaging; and reduced the level of complaints by 70% over 3 years.

Led the long-term strategic planning process and commercial activities of the company including key company initiatives and teams for the billing and procurement functions; key customer account management; corporate processes; revenue assurance; and tariff and pricing strategies.

This project established the largest company amalgamation in New Zealand with the integration of 6 existing retail entities (including Metrowater Limited, Manukau Water Limited and Ecowater) into a wholesale company – Watercare Services Limited. Led the Corporate Services/ Back office establishment functions in the integration. The commencement date was defined by legislation (as part of the ‘Supercity’ creation). Delivered a back-office function for the new Watercare that could cater for the significant increase in size and complexity with no significant issues identified post completion.

Successfully led the financial sustainability of Manukau Water Limited (created as a Council Controlled Organisation) to operate separately from Manukau City Council. Maintained the lowest cost for water in the Auckland region by implementing sound fiscal strategies.