Sarah Dacruz

Inquirer
DISC Type : cd

Head of Retail and Customer Services at Last Mile Water (formally Icosa Water)

Greater Cardiff Area, United Kingdom

Overview

Sarah Dacruz is a seasoned customer service leader with over 22 years of experience, currently serving as the Head of Retail and Customer Services at Last Mile Water. Her career has been centered in the water utility sector, including a long tenure at Dŵr Cymru Welsh Water in various management and training roles.

Sarah is a people-focused manager who frequently expresses pride in her team, celebrating their hard work and fostering a positive work environment. She is dedicated to team building and recognizes the importance of a strong, collaborative culture to deliver excellent service.

She holds an ILM Level 5 certification in leadership and management, underscoring her commitment to professional development in her field.

Personality Overview

Demanding

ROI Conscious

Upfront

They focus on objectivity in a pitch and pay little attention to bells and whistles.  They respond well to confident salespeople. They care equally about the product and its potential impact.

Topics They Care About

Customer Service Excellence
With 22 years in the field and her current role focused on retail and customer services, this is central to her professional identity.
Team Leadership
Actively posts about her "amazing" and "fantastic" team, holds an ILM Level 5 in leadership, and is focused on hiring for her team in Cardiff.
Water Industry Regulation
Has a stated interest in Ofwat and participates in industry working groups, showing engagement with the sector's regulatory landscape.

Media Appearances

Sarah has no verified media appearances

Work History

6-2025
Head of Retail and Customer Services at Last Mile Water (formally Icosa Water)
9-2022
Customer Service Manager at Last Mile Water (formally Icosa Water)
3-2017
Manager in Training at Dŵr Cymru Welsh Water
11-2016
Team Manager at Dŵr Cymru Welsh Water
9-2001
Technical Trainer at Dŵr Cymru Welsh Water

Education

Education details unavailable from St illtyds high cardiff

More Information

Social Presence :

Prographics :

Exp : 24 Location : Greater Cardiff Area, United Kingdom Job Level : Mid-senior Designation : Head of Retail and Customer Services at Last Mile Water (formally Icosa Water)
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Insights For Selling To Sarah

During A Call Or A Meeting

DO's

  • Get to the point quickly instead of spending too much time on pleasantries
  • Tell them that you are there to help them create visible impact within their organization
  • Be crisp while making the pitch

DONT's

  • Avoid long winding pitches, stay objective
  • Don’t try to be an alpha salesperson, give them equal space
  • Refrain from asking too many questions

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Sarah is

  • Confidence in the product plays an important role, followed by powerful testimonials.
  • Will you ever get a clear answer from Sarah

  • They might hesitate a little, but they will say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Sarah move?

  • They are neither the fastest decision makers nor the slowest.
  • Can Sarah take some risk or not?

  • Once they have analyzed the pros and cons, they can take some risks.

You And Sarah

Personality Compatibility


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