5 Top Tips for Launching a New Build Leisure Centre
5 Top Tips for Launching a New Build Leisure Centre
Neil Harrison, Head of Engagement
Launching a new build leisure centre is a proud moment for any local authority, operator, project team and community. It represents significant investment, creates new opportunities for participation and provides a platform to support health, wellbeing and community connection for years to come.
However, a successful launch does not happen by chance. It requires early planning, a proactive marketing approach with a structured marketing plan, clear objectives, strong implementation and a commitment to ongoing development once the doors are open.
A useful way to structure this is through our PROUD framework:
Plan, Reach, Objectives, Unveil and Develop.
1. Plan: Start Early and Build the Foundations
A strong launch begins long before the centre opens. The planning phase should bring together all key partners, including the client, operator, project team, marketing team, customer service teams, sales teams and community stakeholders.
At this stage, it is important to agree the overall vision for the centre. What role will it play locally? Who are the priority audiences? What makes the facility different? What customer needs is it designed to meet? How will the new centre support wider health, wellbeing, social value and participation outcomes?
The launch plan should map out all key milestones, from brand development and community engagement through to pre-sales, recruitment, staff training, operational readiness, open days and the official opening. It should also identify key risks, such as construction delays, system issues, programme changes, pricing decisions, customer migration from an existing facility or confusion around opening dates.
Planning should also include a clear customer journey. From the first time someone sees the centre advertised to the moment they join, book, visit or take part, every stage should feel simple, joined up and positive.
The earlier this work starts, the easier it is to build momentum, manage expectations and avoid the launch feeling rushed.
2. Reach: Create a Proactive Marketing Campaign
Launching a new leisure centre is not just about promoting a building. It is about reaching the right people, building excitement and helping the community understand how the centre can support their lifestyle, health and wellbeing.
The marketing approach should be proactive, phased and planned around three key stages: pre-sale, opening and post-opening.
During the pre-sale phase, the focus should be on building awareness, generating interest and creating a strong pipeline before the centre opens. This may include teaser campaigns, construction updates, behind-the-scenes content, countdown activity, lead generation forms, early access membership offers, community engagement, PR, PPC advertising, social media campaigns and email journeys for people who have registered their interest.
This stage is about creating momentum early. By the time the centre opens, there should already be an engaged audience ready to join, visit, book or take part.
The opening phase should convert that interest into action. This is the moment to maximise visibility through launch events, open days, facility tours, founder member offers, local media coverage, partner activity, outdoor advertising, digital campaigns and clear calls to action across all channels.
Messaging should make it easy for people to understand what is available, how to join, how to book and why they should visit. The customer journey at this stage is critical. If the joining, booking or enquiry process is unclear, it can quickly reduce the impact of the launch campaign.
The post-opening phase is equally important. Once the initial excitement has passed, marketing should continue to build momentum, support retention and drive participation across the full facility mix. This may include targeted campaigns for health and fitness memberships, swimming lessons, soft play, sports clubs, junior activities, community programmes, wellbeing services and casual use.
Customer testimonials, success stories, feedback, usage data and case studies can help demonstrate the value of the centre and encourage new audiences to engage. Ongoing digital activity, CRM journeys and local outreach should continue to move people from awareness through to enquiry, trial, joining and long-term participation.




3. Objectives: Set Clear Targets from the Start
Every successful launch needs clear objectives. These should be agreed early and linked to the wider aims of the project.
Objectives may include building awareness, achieving a specific membership target, increasing swim lesson enrolments, driving attendance at open days, engaging local clubs, supporting health and wellbeing outcomes, creating positive community sentiment or successfully transitioning existing customers into the new facility.
Targets should be realistic, measurable and understood by everyone involved. These could include membership sales, number of leads generated, website visits, enquiry volumes, email sign-ups, social media reach and engagement, open day attendance, swimming lesson occupancy, programme bookings and customer feedback scores.
Clear targets help focus activity and give the project team a shared definition of success. They also ensure marketing is not seen as a standalone task, but as a key part of the wider launch strategy.
Objectives should be reviewed throughout the campaign, not just at the end. This allows the team to understand what is working, where more support is needed and whether activity needs to be adjusted before opening.
4. Unveil: Deliver a Strong Opening Experience
The opening of a new leisure centre is a key moment. It is the first real opportunity for many people to experience the facility, meet the team and decide whether the centre feels right for them.
A successful unveil should feel professional, welcoming and well organised. This means ensuring staff are fully briefed, the customer journey is clear, signage is in place, systems are working, launch offers are understood and all customer-facing teams know how to answer common questions.
Open days, preview events, tours, partner visits and official opening activity should be carefully planned. These moments are not just operational events; they are part of the wider marketing and customer experience strategy.
Every touchpoint matters. Is the arrival experience clear? Are customers welcomed confidently? Can people easily understand the membership options, activities and programmes? Is there a simple route to join, book or register interest? Are follow-up communications in place after the visit?
The unveil stage should turn interest into confidence. People should leave feeling excited, informed and motivated to return.


5. Develop: Keep Improving after Opening
The launch does not end when the doors open. In many ways, this is when the next phase begins.
Once the centre is live, the focus should shift to developing the customer base, improving the experience and building long-term momentum. This means regularly reviewing campaign performance, membership sales, customer feedback, usage data, programme uptake, enquiry trends and retention.
The first few months are a valuable learning period. If a particular audience is not engaging, the marketing approach may need to be refined. If enquiries are high but conversions are low, the sales process may need reviewing. If customers are asking the same questions, website content, FAQs or staff briefing materials may need improving.
Development should also include ongoing engagement with the community. Local clubs, schools, health partners, community groups and residents can all play a role in helping the centre become embedded locally. A strong launch creates momentum, but ongoing development turns that momentum into long-term success.
Final Thoughts
Launching a new build leisure centre is about much more than opening a new facility. It is about creating confidence, building relationships and helping the local community understand the value of the investment.
By using our PROUD framework — Plan, Reach, Objectives, Unveil and Develop — project teams can create a clear, practical and memorable approach to launch planning.
Done well, a new leisure centre launch can generate excitement from day one, support strong early performance and create a lasting positive impact for the community.


































